Counter Manager, Oslo Gardermoen

Location: Oslo Airport Gardermoen, Norway (on-site)

Employment type: Full-time

Reports to: General Manager, Europe

Company: PIE Systems

About PIE Systems

PIE Systems is a fast-growing fintech company transforming the $70B+ tax-free shopping industry. Our digital VAT refund platform replaces outdated, paper-based processes with a seamless and automated experience for both tourists and merchants.

Founded in Copenhagen, PIE operates across Europe and Japan, supported by a global team with colleagues in multiple regions. As we continue to scale in Europe, Oslo Airport Gardermoen is a key location for our next phase of growth.

You’ll be part of launching and operating a completely new service at one of the Nordics’ busiest international airports from day one.

The Role

Be part of launching and operating a completely new service at Oslo Airport from day one.

As Counter Manager, you will own and lead PIE VAT counter operations at Oslo Airport. You’ll be responsible for delivering a smooth and efficient experience for international travelers, managing and developing a high-performing team, ensuring compliant VAT validation, and managing day-to-day operations at the counter.

This is a hands-on operational role where you’ll work closely with tourists, support counter staff, and ensure everything runs seamlessly in a fast-paced airport environment.

Key Responsibilities

Counter & Customer Operations

• Manage daily counter operations, ensuring fast, compliant, and high-quality VAT refund processing.

• Review and approve VAT refund claims, including documentation checks and physical inspection of goods.

• Deliver a smooth and helpful experience for international tourists at the counter.

• Handle basic customer inquiries and support via email and support tools when needed.

• Identify friction in the customer journey and share feedback with product and operations teams.

  
  

Team Leadership & Development

• Recruit, train, and lead counter staff.

• Manage schedules, staffing levels, and daily operations.

• Establish clear routines and service standards, including onboarding- and training programs.

• Ensure consistent execution during peak hours and high traffic periods.

  
  

Merchant & Partner Management

• Act as the main point of contact for airport stakeholders.

• Coordinate and manage logistics for in-store materials for merchant partners.

• Support operational coordination with partner locations.  

• Ensure the counter is always fully equipped and operational.

  
  

Operations & Growth

• Develop and improve operational processes to ensure scalability and efficiency.

• Track performance and key operational metrics.

• Support expansion of counter operations to new locations.

• Collaborate cross-functionally with Product, Tech, and Business teams.

What We’re Looking For

Experience

• 3+ years in a customer-facing service role (retail, travel, hospitality, fintech, etc.).

• Experience leading or supervising teams.

• Experience working with international customers.

• Experience in retail, airport operations, or tax-free/VAT services is a plus.

  
  

Skills & Mindset

• Strong leadership and organizational skills.

• Proactive, hands-on, and solutions-oriented.

• Excellent communication and stakeholder management abilities.

• Comfortable in a fast-paced, high-volume environment.

• Digitally confident and quick to learn new tools.

  
  

Languages

• English and Norwegian fluent written and spoken required.

• German and/or Mandarin (strong advantage).

• Additional European languages are a plus.

Why Join PIE?

• Own and shape operations at a major international airport.

• Work closely with leadership and influence product development.

• Be part of a global, fast-growing fintech company.

• Strong career growth opportunities as we expand across Europe.

• Dynamic, entrepreneurial, and international work environment.