Head of Care at Go Nordic Cruiseline

Are you passionate about elevating customer experiences and fostering a culture of high performance and well-being?

We are looking for a dedicated Head of Care to lead our internal customer service department. You will be responsible for driving a team that prioritizes excellence in every interaction, ensuring that our customers feel heard, helped, and valued.

As a natural "people person," you thrive on developing others while maintaining a sharp focus on operational efficiency. Experience from a call center or professional customer service environment is essential, as is a strong technical mindset and the ability to navigate and optimize the systems that power our service delivery.

About the role

You will be responsible for leading, inspiring, and scaling our Care department to new heights. Your mission is to create a transparent work environment where results are visible, and employee thriving is a top priority.

By balancing human empathy with data-driven insights, you will ensure we meet our ambitious goals for First Time Resolution (FTR) and maintain high standards across all communication channels. You will not only manage the daily drift but also act as a strategic catalyst, using customer insights to drive improvements across the entire organization.

Key responsibilities

• Lead and develop the Care team, fostering a culture of high engagement, transparency, and continuous improvement.
• Act as the Voice of the Customer, transforming frontline insights into actionable recommendations for the broader organization to eliminate pain points.
• Drive digital transformation by exploring and implementing smart automation and self-service tools to enhance the customer journey.
• Drive operational excellence by monitoring and optimizing Average Handle Time (AHT) and ensuring high quality across all channels.
• Manage and meet SLAs, ensuring the department delivers on the business’s promises to our customers.
• Optimize service systems and tools, leveraging your technical expertise to ensure the team has the best foundation for success.
• Analyze performance data to identify trends, gaps, and opportunities for elevating the overall customer experience.

What we’re looking for

• Proven leadership experience from a call center or a large-scale customer service environment.
• A true "people person" who knows how to motivate a team and create a positive, inclusive work culture.
• Strong systemic mindset with the ability to quickly master and optimize internal software, CRM tools, and automation.
• Data-driven approach to performance management, with experience in tracking SLAs, AHT, and customer satisfaction metrics.
• Excellent communication skills, with the ability to balance diplomatic stakeholder management and clear, direct leadership.
• Fluent in English; Scandinavian language skills are a significant advantage.

Why join us?

At Go Nordic Cruiseline, we believe that great journeys start with great people. Our culture is built on:

• Nordic values of trust, transparency, and collaboration.
• A strong focus on guest experience, mirrored in how we treat our employees — with respect, care, and curiosity.
• A commitment to innovation and sustainability, both at sea and in our workplace.
• A vibrant, inclusive environment where diversity is celebrated and everyone is encouraged to bring their whole self to work.
• A flat structure and open dialogue, where ideas are welcomed and decisions are made together.

We’re not just building cruises — we’re building a movement. Join us and help shape a workplace where people thrive and grow.

Send your CV and a short cover letter in English no later than May 1st. We’re hoping for the right candidate to start July 1st or August 1st, 2026. We're only accepting applications via this platform; inquiries and applications sent through other platforms will not be taken into consideration.

If you have any questions regarding the position, please contact Stig Thorsteinsson, HR Partner & Interim Head of Care – stig.thorsteinsson@gonordiccruiseline.com

We look forward to hearing from you!