Telness Tech is a rising star in the teltech space and the software company behind Europe's highest-rated mobile virtual network operator (4.9/5 on Trustpilot). Since our launch in 2021, our SaaS service has provided the infrastructure, experience, and expertise that telecom companies need to revolutionize the consumer experience. Our cutting-edge technology removes the complexity and expense from the equation, leaving our customers free to make a difference.

We are entering an era of fast international growth, having engaged several customers across the Nordics, USA, & Rest of Europe, and are now looking for a Head of Support to ensure we keep the same level and quality of service across all our operating regions to provide the best service to our customers and become the leaders in #teltech globally!

About the role

You will sit under the Operations area and join Telness Tech to lead and manage our customer support team to ensure exceptional service delivery to our clients. This pivotal role requires a deep understanding of the telecom industry and a passion for delivering top-notch customer service.

You have the opportunity to shape and execute our support strategy, ensuring that our support operations are efficient, effective, and aligned with our business goals. You will oversee a team of dedicated support professionals, guiding them to excel in their roles and fostering a culture of continuous Improvement. You will leverage your technical expertise to resolve complex customer issues and work closely with our Dev teams to stay ahead of customer needs. Your ability to build strong relationships with customers and internal stakeholders will be critical in driving customer satisfaction and loyalty.

As a key team member, you will develop and implement robust support frameworks, establish performance metrics, and use data-driven insights to identify opportunities for improvement. You will be expected to be a hands-on individual who actively contributes to solving customer tickets and takes responsibility for our most important accounts. Your strategic vision and hands-on approach will ensure our customers receive timely, accurate, and personalized support that exceeds their expectations.

You will be expected to lead a multi-region team and to some extent work across shifts to ensure full alignment between the different team members.

This is a highly visible opportunity for talented individuals to thrive in a fast-paced environment, contributing to the growth of one of Sweden's most successful scale-ups.

What You Will Do

• Lead, mentor, and develop a high-performing distributed customer support team
• Implement best practices and industry standards to enhance support operations
• Act as the primary point of contact for escalated customer Issues and ensure timely resolution
• Oversee the provision of technical support to customers, ensuring timely and accurate issue resolution
• Collaborate with the product development team to understand product functionality and address technical challenges
• Develop and maintain a knowledge base and support documentation for customers
• Monitor SLAs and key performance Indicators for our customer service
• Provide second-line technical support to end-users and customers
• Collaborate effectively with the customer's first-line support team and other departments to ensure prompt issue resolution
• Utilize strong analytical and problem-solving skills to diagnose and troubleshoot complex technical Issues
• Ensure the team is well-versed in the latest product features and organize regular training sessions and workshops to enhance technical and customer service skills

What We Look For

• Extensive experience working in a similar customer support or service leadership role, preferably In the B2B SaaS or telecom Industry
• Proven ability to lead, motivate, and develop a high-performing team
• Strong resilience to handle high-pressure situations and escalated customer Issues
• Positive attitude and proactive approach to problem-solving
• Excellent team communication and Interpersonal skills
• Deep understanding of BSS/OSS Telecom software and telecom Industry and technical acumen to resolve complex technical Issues
• Exceptional customer service skills with a passion for helping customers succeed
• Experience developing and executing comprehensive customer support strategies
• A Hands-on mentality and willing to roll-up sleeves and work directly with customer tickets
• Ability to prepare and present regular reports on support team performance and customer SLAs
• Familiarity and experience using customer support software tools
• Knowledge of SQL and data analytics tools
• Experience working with MVNOs or in the telecommunications sector
• Certifications In customer service management or related areas are a plus

What we offer

• Opportunity to transform a global industry
• An active role in developing one of the most innovative B2B SaaS telecom companies in the market.
• A great team. Honestly - our main USP. We care deeply about each other as well as
• our customers!
• A Proven product & business model ready to be refined and brought to the world.
• A workplace where we dare to challenge each other and push the boundaries
• Rebuild an industry in a modern tech stack and infrastructure
• A startup journey with strong funding and international expansion
• Great development potential, and opportunity to help form the organization and company as we grow
• Hybrid remote setup with an office in central Stockholm

Sound like you? Apply today!

At this stage, we are not able to provide visa sponsorship.