Head of Customer Experience

Hey you,
Since you've ended up on this page, it must mean that you're interested in potentially working at Estrid We're so honoured. Here's more about us and the role:

Estrid is an award-winning vegan razor and body care brand dedicated to reshaping the personal care industry. We are on a mission to build a better shaving experience, not just through great products, but through how we treat our customers at every touchpoint. As we continue to scale across Europe, Customer Experience plays a critical role in how we operate, how we make decisions, and how our brand is felt day to day.

We are now looking for a Head of Customer Experience to lead, develop, and scale Estrid's CX organisation. This is a senior, hands-on leadership role with real influence over company strategy, operations, and customer-led decision making. You will be based full-time in our centrally located Stockholm office and work closely with senior leaders across Commercial, Product, Operations, Marketing, and Finance.

Your purpose & impact:
As Head of Customer Experience, you own the strategy, performance, and development of Estrid's entire CX function. This includes full-time agents, part-time agents, and external partners working across multiple locations and markets.

Your purpose is to ensure that every Estrid customer receives fast, empathetic, and high-quality service at every interaction, while building a scalable, efficient, and resilient CX operation behind the scenes. You translate customer insights into concrete actions, policies, and improvements that shape how the company operates today and where it goes next.

Some of the things you'll do:

• You will lead the CX organisation end-to-end, with ownership across people, performance, systems, and strategy.

• Lead, coach, and develop the full CX department, including direct management of full-time agents and the CX Team Lead, across distributed teams and partners.

• Own and continuously optimise the CX tech stack, including AI tools, ticketing systems, automations, and Help Center.

• Set clear goals, OKRs, and performance expectations, tracking results across efficiency, response times, QA, CSAT, and cost per ticket.

• Drive operational excellence by improving routines, workflows, and structures, using data to guide decisions and prioritisation across markets and locations.

• Recruit and onboard new CX team members, ensuring a structured, supportive, and high-quality start for every new joiner, regardless of location.

• Collect, analyse, and communicate customer insights, ensuring feedback actively informs Product, Marketing, Operations, and policy decisions.

Skills and experiences important for this role:

• +3 years proven experience leading a Customer Experience team or customer-facing operations function at scale.

• A strong, people-first leadership style with the ability to coach, support, and hold high standards simultaneously, even without daily physical proximity.

• Solid operational and analytical skills, with a structured and systems-oriented approach to problem-solving.

• Confidence working with data, KPIs, and performance metrics to drive improvements.

• Excellent communication skills and experience collaborating cross-functionally in fast-moving organisations.

• The ability to stay calm, prioritise effectively, and make sound decisions in high-pressure situations.

• A curious, proactive mindset with a genuine desire to improve both customer journeys and agent experience.

• Hands-on experience with ticketing systems, automations, Help Centers, and AI tooling.

• Bonus: Experience with Gorgias and Shopify is a strong plus.
  

Culture we believe you thrive in:
The Estrid culture isn't just a collection of inspiring quotes we pin to our walls - it's the foundation on which everything we do is built. The behaviours of every person matter. Our values are High Standards, Speed, Frugality, Keep It Simple, and Stay Hungry.

What you'll get:
You will play an extremely important role in taking this brand to the next level, so you should desire to go above and beyond in your work. In turn, you will be joining an incredible company and team at a very early stage where everything you do will have a huge impact. For the right person, there are great opportunities to develop and grow together with Estrid.

Are you up for the challenge? Let us know more about you We're looking forward to hearing from you

Office & Colleagues:
We're a driven and ambitious team with offices in Stockholm and London. We're now around 65 full-time employees, one third of which have international backgrounds. Our corporate language is English.

About us:
Estrid is a community of dedicated creators and doers who are, perhaps without always realizing it, changing an entire industry. We're rooting for movements and cultural shifts we believe in, and we're here to help lead the way. We are a brand and company that's not afraid to do things differently but in fact, celebrates differences in all shapes and forms. We need people who can fill those shoes.

Are you ready to move mountains? Good, because so are we.

Join us
Estrid is an equal opportunity employer. We're committed to building a diverse and inclusive workplace, and you're welcome at Estrid for who you are. We believe that the more perspectives we have represented, the more we will thrive, grow and bring value to the world. Our community is for everyone, and the same is true for our workplace.