Performance Lead

The Role

In this role you own the full acquisition engine: Google Ads (SEM) and SEO, paid social on Meta, landing pages, attribution tracking and analysis. Every new market gets its own search strategy and channel mix, built from scratch for that market's demand, competition and buying behavior. What scales is the process you refine for building it, and that process becomes how Henriksson approaches performance everywhere we expand next.

As owner of analytics and attribution you will build the KPI framework, tracking CAC, LTV and payback by channel and market, running cohort analysis, and reporting on site and market performance to guide where we put the budget next. You’ll make sure we know what's actually driving results.

What we're looking for

• You've built Google Ads, Bing and Meta accounts from zero; campaign structure, bid strategies, targeting.
• Deep understanding of tracking, marketing analytics and attribution models
• You have a strong commercial mindset and think in CAC, LTV and payback
• You have experience from a considered-purchase category where search intent drives the funnel
• You are used to moving fast and running independently with your scope.
• You are data-driven and use an iterative approach to your day-to-day work.
• 3–7 years in performance marketing, ideally with local or multi-location experience.
• Fluent in English; Swedish is a plus, not a requirement.

Build a scalable way of doing support

• Set the structure for how we work in HubSpot: queues, tickets, categorisation, statistics
• Write how-to manuals for the most common topics, so new colleagues can be onboarded quickly
• Build AI tooling - a Claude support assistant, for example - so answers get faster without getting worse
• Own the self-service content: FAQ, help texts, automated emails. The best ticket is the one that never gets created

Support product and site development

• Analyse the most common support topics and feed that back to our site and tech teams
• Flag recurring site problems to operations
• Call churned customers to gather feedback, and win some of them back

Later, if it suits you: lead the team

As volumes grow we will add part-time colleagues to support. If you want it - and it suits you - the role can grow into leading that group; recruiting, onboarding, coaching, following up on performance and running the schedule.

Who you are

• 2+ years experience from a support role, preferably in a setting where you needed to handle support inquiries of different urgency and on a daily basis independently prioritize your work
• You are passionate about providing a state of the art customer experience, prepared to walk the extra mile to ensure our customers get the help and support they need.
• You have worked in a ticketing or CRM system. HubSpot experience is a plus, not a requirement
• You are comfortable and interested in numbers. You can look at a month of tickets and tell us what we should fix
• You are comfortable deciding how something should work without being told
• You like building things. This role writes manuals, sets up systems and tries new tools
• You write the way we talk: plain, short sentences, no fluff
• Fluent in Swedish and English

What matters to us

• Fast, friendly support. Be the human touch in a digital world
• Always look for a solution to the customer's problem
• Walk the extra mile - add that “little extra” to a message or call an extra time to make sure the customer’s problem is actually solved - create a “wow-experience”
• Urgent first. Know what can wait and what can't, and act on it immediately
• Ownership end to end. If someone else has to act to solve it, you still make sure it happens and that the customer is kept in the loop

What we offer

• A role you shape yourself, in a company that is growing fast
• Working close to leadership. A young company with an experienced team
• Salary, holiday pay and pension contribution

Practicalities

• Start: As soon as possible
• Scope: Full-time or part-time (75-80%)
• Location: Stockholm office, Grev Turegatan 20
• Reports to: COO, Sofia Sundström