Team Leader-Customer Service & Disputes

Job Description

Global Servicing (GS) delivers consumer travel, concierge, and customer servicing experiences for American Express customers across consumer, banking, merchant, and commercial lines of business. Building on Amex's 175-year legacy of service excellence, GS combines innovation, technology, and a human touch to deliver the world's best customer experience every day.

We are seeking a Team Leader to join our Customer Engagement Network. In this role, you will be responsible for leading the day-to-day performance, coaching, and development of a blended team of customer service professionals. The team supports customers and internal partners across a range of complex servicing needs, including disputes and customer service inquiries.

The successful candidate will be an experienced, people-focused leader who can inspire colleagues, foster engagement, and drive consistent delivery of high-quality customer outcomes. This role requires strong leadership capability, sound judgment, and the ability to support teams through change in a dynamic servicing environment.

Responsibilities

• Lead the daily operations of a blended team of 15+ customer service professionals across disputes and customer service functions.
• Coach, develop, and provide regular feedback to team members to support performance, engagement, and achievement of key servicing metrics.
• Motivate and empower colleagues to deliver high-quality customer experiences and consistently strong customer outcomes.
• Manage escalated customer matters, complex inquiries, and issue resolution in a professional, timely, and customer-focused manner.
• Balance customer needs with business priorities, compliance requirements, and company policies.
• Use performance data, operational insights, and customer trends to identify opportunities for improvement.
• Partner with internal stakeholders to support operational priorities and deliver on customer and business objectives.
• Support change management initiatives and help the team adapt effectively within a fast-paced servicing environment.
• Promote a culture of accountability, inclusion, collaboration, innovation, and high performance.
• Identify opportunities to improve the customer disputes journey and contribute to process enhancements that benefit both customers and colleagues.

Qualifications

• Demonstrated people leadership experience, including the ability to lead teams through change with resilience and confidence.
• Strong coaching, performance management, negotiation, and stakeholder management skills.
• Ability to lead by example and foster a positive, inclusive, and effective work environment.
• Proven ability to drive operational performance and achieve key customer servicing metrics.
• Strong customer focus, with the ability to advocate for customer needs while supporting company objectives.
• Excellent written and verbal communication skills, including presentation and public speaking capability.
• Strong personal accountability, sound judgment, and an innovative mindset.
• Experience in a contact center or customer servicing environment is preferred.
• Self-motivated and reliable, with the ability to work effectively both independently and collaboratively.
• Fluency in Swedish or Norwegian and English, both written and spoken; Finnish language skills are considered an advantage.
• Proficiency in Microsoft Excel and PowerPoint for data analysis, reporting, and presentation purposes.

Employment eligibility to work with American Express in Sweden is required as the company will not pursue visa sponsorship for these positions.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About the Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.