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Quality & Customer Support Lead at SF Anytime
Full-time
About SF Anytime
SF Anytime, part of SF Studios, is a leading video on demand service in the Nordics and Baltics, offering a wide range of films and series — from the latest Hollywood blockbusters to independent films and Nordic favorites.
The Role
As Quality & Customer Support Lead, you will be responsible for delivering a high-quality customer and support experience across SF Anytime and Blockbuster. The role combines hands-on operational work with a broader focus on support delivery, customer insight, and product quality.
Responsibilities
Customer Support Operations
Ensure high quality support delivery together with external 1st line support partner, in line with agreed SLAs and KPIs
Handle escalated customer issues (2nd line) and case management
Identify, troubleshoot, and escalate bugs reported by users
Drive continuous improvements in support efficiency and scalability through AI, automation, and smarter ways of working
Customer Insights & Voice of the Customer
Collect, analyze, and share customer insights with product and internal stakeholders
Work with NPS, CSAT, or similar methods to measure customer satisfaction
Identify recurring pain points and turn them into actionable improvement initiatives
Product Testing & Quality Assurance
Manage and improve testing by integrating automation, AI agents, and strategic testing to reduce reliance on manual methods
Use and help shape AI agents and tools as part of everyday testing and validation work
Collaborate with product and engineering to define quality standards and acceptance criteria
Requirements
Relevant post-secondary education in business, service management, customer experience, or related field
3–5 years of experience in customer support, customer experience, or similar role in a digital product company
Experience working with KPIs and customer satisfaction metrics (NPS, CSAT)
Experience collaborating with or managing external customer support partners
Experience working cross-functionally with product and tech teams
Experience with testing digital products in a structured way
Experience working across Nordic markets (Sweden, Norway, Finland, Denmark)
Fluent in English and Swedish
Experience with automation, AI, or scaling support operations is a strong advantage
