Critical Situation Manager Customer Support · Multiple locations · Hybrid

Critical Situation Manager

Lead critical customer situations, drive fast resolution, and make a real impact where it matters most as a Critical Situation Manager at nShift.

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.

Purpose of Role

As a Critical Situation Manager, you will lead critical situations to a satisfactory resolution and ensure that post-escalation reviews drive continuous service improvement and prevent repeat issues.

This is a new role, offering the opportunity to shape and define this key function across the business. The role is critical to nShift’s customers, as the impact of being unable to ship is significant. Your ability to quickly align the right people and actions will directly influence customer trust and experience. You will work closely with Support, Product, Engineering, Customer Management, and Professional Services teams, as well as engage with the Sales organisation and customers as the voice of nShift during critical situations.

This role is based in a hybrid working environment and is published across multiple locations: Stockholm, London, Aarhus, and Tilburg.

About You

You are calm, structured, and confident in high-impact situations. You bring clarity where there is uncertainty and help teams focus on what matters most.

You take ownership of outcomes while working collaboratively across teams, building alignment and momentum to resolve complex challenges. You are comfortable engaging with senior stakeholders and customers, communicating clearly and building trust even when situations are evolving.

You are action- and data-oriented, with a strong ability to prioritise and drive progress. You document and execute clear action plans, ensuring that learnings from escalations are captured and followed through.

You have a strong sense of responsibility and take pride in resolving critical situations effectively, while continuously improving how we work as an organisation.

Overall Responsibility

• Lead and coordinate critical situations through to timely and satisfactory resolution
• Act as the voice of the customer during escalations
• Align and mobilise cross-functional teams to resolve issues efficiently
• Ensure structured follow-up through post-escalation reviews
• Drive continuous improvement to reduce repeat incidents

The area of responsibility includes

• Managing and resolving critical customer-impacting situations
• Orchestrating collaboration between Support, Product, Engineering, Customer Management, and Professional Services
• Communicating clearly and proactively with customers and internal stakeholders
• Creating and executing action plans during incidents
• Conducting post-incident reviews and ensuring accountability for follow-up actions
• Providing insights and reporting to reduce future escalations
• Building strong cross-functional relationships and influencing stakeholders
• Driving improvements in customer experience and service quality

Competence and experience

• 3+ years of experience managing critical incidents, escalations, or high-impact customer situations
• Fluency in English; additional local language skills are a strong advantage
• Experience in B2B SaaS, technology, or logistics software environments
• Strong stakeholder management and influencing skills across functions
• Ability to operate effectively in high-pressure, fast-paced environments
• Data-driven and action-oriented mindset
• Resilience and ability to work autonomously while collaborating across teams
• Customer-focused approach with a passion for delivering excellent service

We know that great candidates don’t always meet every requirement. If you’re excited about this role, we encourage you to apply.

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.