Lediga jobb nShift AB i Göteborg

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Carrier Integration Specialist

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About Us
nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.
Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!
If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.
About you
As a Carrier Integration Specialist, you are the technical liaison between us and the carrier. You will acquire extensive knowledge about carriers' service offerings and technical interfaces of which you will combine with an in-depth understanding of the nShift platform, including best practices for carrier integration. Actively contribute to team meetings by sharing insights, offering constructive feedback, and proposing solutions.
Purpose of role
Carrier connectivity is the very foundation of our company, and we are the team that will make this foundation as solid as possible, allowing us to grow and thrive.
We are making sure that we implement the right carriers as efficiently as possible, that we make the most of our carrier library, that we keep our carrier-related customer promises, and that we nourish and develop relationships with our carriers.
We are building the best Carrier Library in the world.
Overall responsibility
Own and drive changes to our carrier library. A change can be anything from a minor bug fix to a full implementation of a new carrier integration or rebuild of a current service.
Take end-to-end responsibility for each task, large or small, making sure you find all the answers you need and that all the necessary work is completed to deliver a fully functional carrier connection to our customers
Read, analyse, and understand technical documentation as well as service definitions from the carrier, translating this into work packages for development.
Diligently work according to defined processes, using the assigned tools to support your work.
Test and validate all developments with internal and external stakeholders.
Take an active part in the development of the product platform, including best practices for carrier implementation and maintenance.
Understand that you work with the very core of our product and that there will be times when extraordinary efforts will be needed to solve issues with customer impact.

Requirements
Proficiency in:
Postman: Expertise in using Postman for API testing, requests, and automation.
API (REST and SOAP): Solid understanding and hands-on experience with both RESTful and SOAP web services for efficient integration and testing.
XML: Proficient in working with XML for data formatting and integration processes.
Jira: Strong command of Jira for software development, tracking issues, and collaborating on development and testing cycles.

Knowledge and Experience of:
Python: Experience with Python.
Acceptance Testing: Practical experience in acceptance testing, ensuring that solutions meet business requirements and are ready for production.
Zendesk: Familiarity with Zendesk to manage and resolve carrier issues.
Confluence: Knowledge of Confluence for documentation.
SFTP: Working knowledge of SFTP for secure file transfers and data management.
AI: Exposure to AI tools and concepts, with an interest in leveraging AI for process improvement.

Advantages of Having Experience In:
Logistics: Experience in logistics or supply chain management for better understanding of operational processes.
Product Development: Background in product development in a SaaS environment.
Label Printing: Familiarity with label printing formats
Languages: Proficiency in additional languages is highly advantageous in a global company, enhancing communication and collaboration across diverse teams and regions.

At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal-opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.
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Customer Support Manager

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About Us
nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.
Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!
If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.
About you
You bring a strong track record of leading high-performing support teams across multiple locations in fast-evolving organizations, ideally within a SaaS or technology-driven environment.
You’re passionate about operational excellence, coaching talent, and building scalable, process-oriented support frameworks.
You are as comfortable managing day-to-day operations as you are driving long-term strategic initiatives.
Purpose of role
We’re looking for a dynamic and experienced Customer Support Manager to join our Support team. In this hybrid role (up to 3 days/week in our Gothenburg office), you'll be responsible for ensuring high service levels while developing and executing the future support strategy for a growing and evolving team.
You will report directly to the Global Customer Support leadership and play a key role in operational performance, continuous improvement, and transformation.
This role is ideal for a results-oriented leader who thrives in fast-paced environments, builds strong cross-functional partnerships, and brings structure, consistency, and clarity during times of growth and change.
Overall responsibility
Lead and develop a Customer Support team, ensuring timely, high-quality customer service delivery
Set the operational direction and establish daily priorities, in line with the global Customer Support strategy
Own and optimize support processes, ensuring efficiency, scalability, and alignment across teams
Contribute to the expansion and structure of the team to handle increasing ticket volumes and evolving customer needs
Drive accountability and performance through clear KPIs, including CSAT, SLA adherence, and backlog reduction
Identify and lead continuous improvement and transformation initiatives to elevate support delivery
Conduct regular performance reviews and coaching conversations to grow and retain talent
Support the rollout and adoption of tooling, automation, and AI-driven improvements within the team
Partner with Product, Engineering, Sales, and Account Management to ensure a seamless, customer-centric experience
Participate in the quality assurance process, using audit insights to drive performance and service enhancements
Actively manage escalations and ensure fast, effective resolution of high-impact customer issues
Travel occasionally (minimal but required) to maintain team cohesion and stakeholder alignment

What You’ll Bring
Bachelor’s degree and 5+ years in a Customer or Technical Support environment
3+ years of experience in a leadership role managing distributed teams
Prior experience in a SaaS or software company is highly advantageous
Strong knowledge of support process design and management, with a structured approach to scaling support operations
Proven success in building and developing teams through change and rapid growth
Fluency in English and Swedish is mandatory (written and spoken)
Excellent communication and stakeholder management skills
Hands-on experience with support platforms and reporting tools (e.g., ticketing, telephony, dashboards)
A proactive, data-informed mindset with a strong sense of ownership and urgency

Please ensure you upload your CV in English.
At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal-opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.
#LI-EN1
#LI-Hybrid Visa mindre

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