Support Agent- Team Lead

<h1><span><strong id="docs-internal-guid-72e50d22-7fff-c485-1e49-192b015e7d7c">Join Telavox as a Support Agent – Team Lead 🔎 🚀</strong></span></h1><p><span>At Telavox, we’re looking for a Support Agent – Team Lead <strong>to join our Norwegian team in Gothenburg.</strong> 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.</span></p><p><span>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.</span></p><p><span>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.</span></p><p><span>If you enjoy solving problems, taking ownership, supporting others, and making a real impact on customer satisfaction, this could be the role for you!</span></p><p><span>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.</span></p><h2><span><strong id="docs-internal-guid-72e50d22-7fff-c485-1e49-192b015e7d7c">About the job</strong></span></h2><p><span>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.</span></p><p><span>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.</span></p><p><span>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.</span></p><p><span><strong id="docs-internal-guid-72e50d22-7fff-c485-1e49-192b015e7d7c">A typical day in this role involves:</strong></span></p><ul><li><p><span>Handling incoming customer cases and taking ownership from start to finish</span></p></li><li><p><span>Supporting customers with invoicing-related questions and other support matters</span></p></li><li><p><span>Working proactively to ensure high customer satisfaction</span></p></li><li><p><span>Supporting and guiding colleagues in their daily work</span></p></li><li><p><span>Acting as a point of escalation for more complex customer cases</span></p></li><li><p><span>Helping the team prioritize and find effective solutions</span></p></li><li><p><span>Identifying recurring issues and contributing to improvements in our processes</span></p></li><li><p><span>Collaborating with Customer Success, Finance, Engineering, and other internal teams</span></p></li><li><p><span>Sharing knowledge and best practices with the team</span></p></li><li><p><span>Escalating system bugs and following issues through to resolution</span></p></li><li><p><span>Balancing your own casework with your Team Lead responsibilities</span></p></li></ul><h2><span><strong id="docs-internal-guid-72e50d22-7fff-c485-1e49-192b015e7d7c">About you</strong></span></h2><p><span>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.</span></p><p><span>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.</span></p><p><span><strong id="docs-internal-guid-72e50d22-7fff-c485-1e49-192b015e7d7c">Competencies:</strong></span></p><ul><li><p><span>Experience in customer support or a similar customer-facing role</span></p></li><li><p><span>Experience taking a coordinating, mentoring, or Team Lead role is a plus</span></p></li><li><p><span>Fluent in Norwegian and English, both written and spoken</span></p></li><li><p><span>Strong customer focus and a genuine interest in customer satisfaction</span></p></li><li><p><span>Experience or interest in working with invoicing and finance-related questions</span></p></li><li><p><span>Strong problem-solving skills and a solution-oriented mindset</span></p></li><li><p><span>Excellent communication skills</span></p></li><li><p><span>Comfortable taking ownership of your own