Business Controller - Customer Service

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2600 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Uruguay and Poland.

About the Role

Are you passionate about data, automation, and actionable insights? Do you thrive in a fast-paced, high-impact, data-driven environment? If so, you’ll feel right at home in our Customer Services Business Controlling team. 

We are responsible for monitoring and controlling the performance of Customer Services, Etraveli Group’s largest department, which includes ~1600 in-house employees and an equal number via outsourcing partners. 

In this role, you’ll work closely with senior stakeholders, providing financial and strategic support that drives performance and efficiency improvements. You’ll have a key role in shaping how the business operates and evolves.

This position is based in Stockholm/Uppsala and some travel may be required.

What you will do

• Lead the agent incentive programs for the customer service department 
• Create and maintain financial and business performance metrics
• Support and improve existing reporting and controlling processes
• Monitor and analyze key financial and operational indicators
• Identify trends and patterns and help keep the business on track with its goals
• Deliver clear and data-driven insights and recommendations to stakeholders
• Collaborate closely with the wider CS Center of Excellence team and other departments

Who you are 

• You have a strong analytical mindset and enjoy working with data to uncover insights that drive real business value
• You're a confident communicator who builds trust and strong relationships across all levels of the organization
• You take initiative, stay curious, and are eager to continuously learn and improve
• You think critically, challenge the status quo constructively, and bring forward practical, well-reasoned solutions
• You thrive in a dynamic, fast-paced environment, juggling multiple priorities with focus and a solution-oriented approach
• You’re a team player who enjoys collaborating in a high-performing, supportive environment

Professional requirements

• BSc in Data Analytics, Economics, Statistics, or a related field
• 4–6 years of experience in a financial or business control role
• Experience with business partnering or customer service controlling is a plus
• It is meritorious if you have worked with incentives/commission and bonus calculations for customer services in the past.
• Strong analytical and financial acumen — comfortable navigating complex data and financial models, highly proficient with spreadsheets, and able to distill insights into actionable recommendations with a clear focus on business impact over excessive detail.
• Proven ability to partner with senior leadership - proactively understand business needs, constructively challenge assumptions, and provide strategic financial insights to drive performance and informed decision-making, preferably in an international environment.

Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide. The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company.

We also offer:

• A flexible working environment. We work on a hybrid-model where you can choose to work two days from home and you will have two weeks per year that you can choose to work from a remote location.
• Central office location in the City – We are located on Regeringsgatan in Stockholm and Dragarbrunnsgatan in Uppsala, a stone's throw from public transport and lunch restaurants.
• Healthcare allowance – Each employee receives a maximum allowable amount each year according to the Swedish Tax Agency to spend on health-promoting activities such as a gym card, massage etc.
• Pension and health insurance – Through partners we offer a comprehensive pension and health insurance so that you can get help quickly in case of an accident.
  
  As part of this recruitment process, we will be conducting background checks. You will be able to read more information and give your consent to this process in the application form.
  
  At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.
  
  Welcome to Etraveli Group!