CS Nordic Operations Specialist

At Viaplay Group, we entertain millions of people every day through our streaming services, radio networks, and TV channels. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds.  

Since March 2026, Allente has been part of Viaplay Group. We're now looking for a CS Nordic Operations Specialist to join the Allente organization within Viaplay on-site at our Stockholm office. Are you ready to hit play on an exciting career change?

The role  

As a CS Nordic Operations Specialist, you will drive effective day-to-day Customer Service operations across the Nordics. You will work closely with our BPO partners to ensure strong performance, high-quality customer experiences and operational readiness across campaigns, product launches and other customer-impacting activities.

You will also turn customer feedback and operational data into actionable insights, driving continuous improvements across processes, products and communication. The role includes coordinating incidents and complex customer cases, as well as ensuring Customer Service operations meet relevant GDPR, compliance and information-security requirements.

Your tasks will include:

Operational Leadership & BPO Collaboration

• Act as the main operational point of contact between Viaplay and our BPO partners.

• Coordinate operational priorities, changes and readiness for campaigns, launches and content events.

• Build strong collaboration with BPO partners through regular communication and on-site presence.

Performance & Continuous Improvement

• Monitor BPO performance, KPIs, quality and customer experience against agreed targets.

• Identify performance gaps and drive corrective actions and improvement initiatives.

• Analyze customer feedback and operational data to identify trends and opportunities for improvement.

• Represent Customer Service in cross-functional projects and ensure customer needs are considered.

Incident Management & Compliance

• Coordinate Customer Service activities during incidents and other customer-impacting issues.

• Handle complex customer cases and ensure appropriate escalation and follow-up.

• Own relevant Customer Service GDPR processes and ensure operations follow privacy, compliance and information-security requirements.

What we’re looking for  

As a CS Nordic Operations Specialist, you will play an important role in driving our Customer Service operations across the Nordic region. You have a strong understanding of our customers, market and business environment, and enjoy turning customer needs into effective solutions and new opportunities. You are proactive, determined and results-oriented, with a proven ability to drive initiatives forward and build strong relationships with operational vendors and partners.

We’re looking for someone who is:

• Results- and sales-oriented, with a strong drive to achieve targets, identify opportunities, and deliver strong business outcomes

• Takes initiatives, identifies areas for improvement, and turn ideas into practical solutions

• Build trust and strong working relationships, with confidence in communicating and collaborating with a wide range of stakeholders

• A collaborative and engaged team player who contributes to a positive, motivated, and high-performing work environment

Requirements

· At least 3 years of experience in Customer Service Operations, Customer Experience, BPO management or a similar role.

· Ability to lead and motivate teams, with a strong focus on achieving shared goals and delivering results.

· Skilled at managing relationships and can coordinate effectively with a wide range of stakeholders.

· Strong communication skills in English, along with fluency in at least one Nordic language.

What we offer you

We’ve got you covered! 30  days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift. 

Your wellbeing matters.  We provide you with various wellbeing initiatives including wellness allowance. 

A safe space to grow and up-skill.  Our learning culture puts you in the driver’s seat of your own development.

Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product - including series & viewing events, new release movie rentals, linear channels and more.

Hit play today  

If this feels like your kind of challenge, make sure you apply by attaching your CV here - you may also want to add your LinkedIn profile. Please don’t send us your application via email because we won’t be able to accept it. We do, however, welcome any questions you may have about this particular position.  

Want to learn more about who we are and what we do? Check out our careers page or follow us on Instagram! We’re only ever a few clicks away.