Support Agent- Team Lead

At Telavox, we’re looking for a Support Agent – Team Lead to join our Norwegian team in Gothenburg. In this role, you’ll combine hands-on customer support with Team Lead responsibilities, helping your team deliver a high level of service while also taking ownership of your own customer cases.

You’ll play an important role in ensuring that our customers receive fast, professional, and solution-oriented support. A key focus will be on invoicing, customer satisfaction, and resolving customer issues, while also supporting and guiding your colleagues in their daily work. You will be responsible for all of our Norwegian customers.

Our customers range from small companies to large Enterprise clients, which means you’ll encounter a wide variety of questions and challenges. You’ll work closely with your colleagues and other internal teams to find the best solutions and continuously improve the customer experience.

If you enjoy solving problems, taking ownership, supporting others, and making a real impact on customer satisfaction, this could be the role for you!

The role is based at our Gothenburg office, where you’ll become part of a collaborative and supportive team. We work closely together, share knowledge, and continuously develop our ways of working to deliver an excellent customer experience.

As a Support Agent – Team Lead, you’ll have a dual role. You’ll handle your own customer cases while also taking responsibility for supporting the team in their daily work.

You’ll be an important point of contact for your colleagues, helping them with more complex cases, sharing knowledge, and ensuring that customer issues are handled efficiently and professionally.

A strong focus of the role will be on invoicing and customer satisfaction, while you’ll also handle a variety of other customer and technical support matters.

A typical day in this role involves:

• Handling incoming customer cases and taking ownership from start to finish

• Supporting customers with invoicing-related questions and other support matters

• Working proactively to ensure high customer satisfaction

• Supporting and guiding colleagues in their daily work

• Acting as a point of escalation for more complex customer cases

• Helping the team prioritize and find effective solutions

• Identifying recurring issues and contributing to improvements in our processes

• Collaborating with Customer Success, Finance, Engineering, and other internal teams

• Sharing knowledge and best practices with the team

• Escalating system bugs and following issues through to resolution

• Balancing your own casework with your Team Lead responsibilities

We’re looking for someone who enjoys working with customers, solving problems, and supporting colleagues. You’re comfortable taking ownership of your own cases while also stepping up to help the team when needed.

You have a strong customer focus and understand the importance of delivering a great customer experience. You’re also comfortable working with invoicing-related questions and enjoy finding solutions to complex issues.

Competencies:

• Experience in customer support or a similar customer-facing role

• Experience taking a coordinating, mentoring, or Team Lead role is a plus

• Fluent in Norwegian and English, both written and spoken

• Strong customer focus and a genuine interest in customer satisfaction

• Experience or interest in working with invoicing and finance-related questions

• Strong problem-solving skills and a solution-oriented mindset

• Excellent communication skills

• Comfortable taking ownership of your own cases and following them through to resolution

• Able to support, coach, and share knowledge with colleagues

• Comfortable working independently as well as collaboratively

• Interest in systems and technology, with the ability to learn new tools and processes quickly

You thrive in a role where you can make a difference for both customers and colleagues. You enjoy taking responsibility, sharing your knowledge, and helping a team perform at its best while still being hands-on in customer support.

Since Telavox's journey started in 2002, we have strengthened our position as the leading forward-thinking communication platform for businesses. As a digital mobile operator, we develop and own our all-in-one communication platform, which integrates telephony, PBX, messaging, meetings, and contact centers, giving businesses a smarter way to connect.

Today, we’re a thriving company with 1.9 billion SEK in revenue and 500+ Telavoxers across nine countries. We embrace AI and automation to push the boundaries of business communication.

We offer flexible work options and adaptable hours, giving you the freedom to balance life and career while staying connected to our vibrant Telavox culture.

Read more about our new HQ in Malmö 🏠!

At Telavox, we don't focus on fitting in; we focus on making room for everyone.

We’re always on the lookout for great talent, so applications are reviewed continuously. If you're ready to be part of an innovative, AI-driven telecom company, apply today with your CV and cover letter in English. 

For any questions, feel free to reach out to Talent Acquisition Partner Ami Faraguna at ann-marie.faraguna@telavox.com

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