Support Agent - Team Lead- Oslo

<h4><strong>Join Telavox as a Support Agent – Team Lead 🔎 🚀</strong></h4><p>At Telavox, we’re looking for a Support Agent – Team Lead to join our Norwegian team in Oslo. This is an exciting opportunity to play an important role in growing our presence in Norway and becoming part of the continued development of our Oslo office.</p><p>In this role, you’ll combine hands-on customer support with Team Lead responsibilities. You’ll take ownership of your own customer cases while also supporting, guiding, and coordinating our Norwegian support team.</p><p>You’ll be responsible for our Norwegian customers and play a key role in ensuring they receive fast, professional, and solution-oriented support. A strong focus will be on invoicing, customer satisfaction, and resolving customer issues, while also helping your colleagues navigate more complex cases and continuously improve the customer experience.</p><p>You’ll work closely with colleagues across Telavox, including our support teams based remotely across Sweden and in our Malmö office. While the wider support team is distributed, you’ll be based in our Oslo office and work closely with local leaders and other colleagues as we continue to grow our Oslo presence.</p><p>Our customers range from small companies to large Enterprise clients, meaning you’ll encounter a wide variety of questions and challenges. You’ll collaborate across teams to find the best solutions and make sure our customers receive an excellent experience.</p><p>If you enjoy solving problems, taking ownership, supporting others, and helping build something that is growing, this could be the role for you!</p><h4><strong>About the job</strong></h4><p>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 and coordinating the Norwegian support team.</p><p>You’ll be an important point of contact for your colleagues, helping with more complex cases, sharing knowledge, and ensuring that customer issues are handled efficiently and professionally.</p><p>The role also gives you the opportunity to contribute to the continued growth of Telavox in Norway. Based in our Oslo office, you’ll work closely with local leaders and colleagues while maintaining strong collaboration with our distributed support organization in Sweden.</p><p>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.</p><p><strong>A typical day in this role involves:</strong></p><ul><li><p>Handling incoming customer cases and taking ownership from start to finish</p></li><li><p>Supporting customers with invoicing-related questions and other support matters</p></li><li><p>Working proactively to ensure high customer satisfaction</p></li><li><p>Supporting and guiding colleagues in their daily work</p></li><li><p>Acting as a point of escalation for more complex customer cases</p></li><li><p>Helping the team prioritize and find effective solutions</p></li><li><p>Identifying recurring issues and contributing to improvements in our processes</p></li><li><p>Collaborating with Customer Success, Finance, Engineering, and other internal teams</p></li><li><p>Working closely with our support colleagues in Malmö and remotely across Sweden</p></li><li><p>Sharing knowledge and best practices with the team</p></li><li><p>Escalating system bugs and following issues through to resolution</p></li><li><p>Balancing your own casework with your Team Lead responsibilities</p></li><li><p>Contributing to the continued growth and development of our Oslo office and Norwegian operations</p></li></ul><h4><strong>About you</strong></h4><p>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.</p><p>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.</p><p>You’re motivated by working in an environment where you can have an impact, take responsibility, and help build something as we continue to grow our presence in Oslo.</p><p><strong>Competencies:</strong></p><ul><li><p>Experience in customer support or a similar customer-facing role</p></li><li><p>Experience taking a coordinating, mentoring, or Team Lead role is a plus</p></li><li><p>Fluent in Norwegian and English, both written and spoken</p></li><li><p>Strong customer focus and a genuine interest in customer satisfaction</p></li><li><p>Experience or interest in working with invoicing and finance-related questions</p></li><li><p>Strong problem-solving skills and a solution-oriented mindset</p></li><li><p>Excellent communication skills</p></li><li><p>Comfortable taking ownership of your own cases and following them through to resolution</p></li><li><p>Able to support, coach, and share knowledge with colleagues</p></li><li><p>Comfortable working independently as well as collaborati