What are the responsibilities and job description for the Customer Service Agent position at Haypp Group?
HAYPP GROUP
At Haypp Group, we’re driven by a higher purpose to address one of the world’s biggest public health crises: How to put an end to smoking. Globally, there are still more than 1 billion active smokers, and every year around 8 million people die from largely preventable, smoking-related diseases. Our goal is to empower adult nicotine users to make less harmful choices and, in doing so, save lives. We do this by being the go-to online retailer for safer nicotine alternatives.
Haypp Group is one of the Nordic region’s leading e-commerce retailers for safer nicotine alternatives, with 17 digital storefronts and an established presence in 7 countries. Nicotine pouches (snus) were invented in Sweden, so it makes sense that our head office is based there, but the US is by far our fastest growing market. Over the years, we’ve served millions of customers through our dedicated US sites - Nicokick and Northerner - with that number steadily increasing.
With around 300 team members spread between Europe and the US, we’re now scaling our local operations in Arlington, Virginia. We are an innovative, fast-moving company on a strong growth trajectory. At Haypp Group, you’ll experience the perks of a Scandinavian-American mixed workplace without moving overseas. Ours is an open-minded organization with energy and drive that welcomes ideas from all levels and values you for being you.
THE ROLE
We’re looking for a Customer Service Agent to join our growing customer experience team. In this role, you will provide exceptional support across multiple channels - email, chat, and phone - while helping to reconnect past customers and strengthen ongoing relationships. You’ll work in a fast-paced, e-commerce environment, using tools such as Dynamics, Magento, Klaviyo, and ParcelLab.
This position is full-time and based in Arlington, Virginia.
What You Will Do
We are a value-driven company, with our values -We Team Up, Innovation Drives Us, Inclusion and Non-Hierarchy, Going the Extra Mile - at the heart of everything we do. With us, you can expect help from people who want to achieve things together and the freedom to speak your mind.
At Haypp Group, you’ll experience the best of both worlds — a Scandinavian-style workplace culture blended with the energy and drive of an American one. We foster an open and inclusive culture where ideas are welcomed from all levels, and you’re valued for being exactly who you are. On top of that, we offer generous vacation allowance, comprehensive health benefits, and a culture that encourages both balance and ambition.
SEND US YOUR APPLICATION TODAY!
If this sounds like a place where you want to contribute and grow, submit your application!
Haypp Group is committed to equality and diversity, and we welcome applications from all qualified individuals regardless of ethnicity, religion, age, gender, sexual orientation, disability, or marital status. We want to give you a great recruitment experience - if there’s anything we can do to make the process more comfortable, please let us know.
If you have any questions about the role or working at Haypp Group, contact Anna Persson at anna.persson@hayppgroup.com. We look forward to hearing from you!
At Haypp Group, we’re driven by a higher purpose to address one of the world’s biggest public health crises: How to put an end to smoking. Globally, there are still more than 1 billion active smokers, and every year around 8 million people die from largely preventable, smoking-related diseases. Our goal is to empower adult nicotine users to make less harmful choices and, in doing so, save lives. We do this by being the go-to online retailer for safer nicotine alternatives.
Haypp Group is one of the Nordic region’s leading e-commerce retailers for safer nicotine alternatives, with 17 digital storefronts and an established presence in 7 countries. Nicotine pouches (snus) were invented in Sweden, so it makes sense that our head office is based there, but the US is by far our fastest growing market. Over the years, we’ve served millions of customers through our dedicated US sites - Nicokick and Northerner - with that number steadily increasing.
With around 300 team members spread between Europe and the US, we’re now scaling our local operations in Arlington, Virginia. We are an innovative, fast-moving company on a strong growth trajectory. At Haypp Group, you’ll experience the perks of a Scandinavian-American mixed workplace without moving overseas. Ours is an open-minded organization with energy and drive that welcomes ideas from all levels and values you for being you.
THE ROLE
We’re looking for a Customer Service Agent to join our growing customer experience team. In this role, you will provide exceptional support across multiple channels - email, chat, and phone - while helping to reconnect past customers and strengthen ongoing relationships. You’ll work in a fast-paced, e-commerce environment, using tools such as Dynamics, Magento, Klaviyo, and ParcelLab.
This position is full-time and based in Arlington, Virginia.
What You Will Do
- Provide outstanding support to customers via phone, email, and chat with empathy and professionalism
- Process and manage customer cases across multiple systems, ensuring accurate documentation
- Reconnect with previous customers and introduce new or existing products
- Share product updates, promotions, and discount codes to drive repeat business
- Support broader customer service initiatives and special projects as assigned
- High school diploma required
- Minimum 2 years of customer service experience
- Strong attention to detail and data entry accuracy
- Excellent communication skills and phone presence
- Ability to multitask, stay organized, and solve problems efficiently
- Experience with CRM systems (e.g., Microsoft Dynamics)
- Knowledge of e-commerce or retail operations
- Proven track record of meeting KPIs such as first resolution, total cases resolved, or high CSAT scores
- Comfort working in fast-paced, team-oriented environments
- Enjoy balancing proactive customer engagement with traditional service
- Like collaborating with cross-functional teams to improve customer experience
- Are tech-savvy and eager to learn new tools for digital customer support
- Thrive in a purpose-driven, fast-growing, and dynamic environment
We are a value-driven company, with our values -We Team Up, Innovation Drives Us, Inclusion and Non-Hierarchy, Going the Extra Mile - at the heart of everything we do. With us, you can expect help from people who want to achieve things together and the freedom to speak your mind.
At Haypp Group, you’ll experience the best of both worlds — a Scandinavian-style workplace culture blended with the energy and drive of an American one. We foster an open and inclusive culture where ideas are welcomed from all levels, and you’re valued for being exactly who you are. On top of that, we offer generous vacation allowance, comprehensive health benefits, and a culture that encourages both balance and ambition.
SEND US YOUR APPLICATION TODAY!
If this sounds like a place where you want to contribute and grow, submit your application!
Haypp Group is committed to equality and diversity, and we welcome applications from all qualified individuals regardless of ethnicity, religion, age, gender, sexual orientation, disability, or marital status. We want to give you a great recruitment experience - if there’s anything we can do to make the process more comfortable, please let us know.
If you have any questions about the role or working at Haypp Group, contact Anna Persson at anna.persson@hayppgroup.com. We look forward to hearing from you!