Senior Customer Support Specialist – Swedish Speaking
On-siteOslo, Oslo, Norway
Job Summary
Serve as the operational expert for key Swedish merchants, managing onboarding, training, and collaborative process improvements to enhance servicing quality. Handle Tier 2 escalations and complex B2B financial and technical inquiries via chat and email, owning issues from initial contact to definitive resolution. Provide clear communication in Swedish and English, acting as the primary bridge between the customer base, Operations, Product, and Engineering teams to diagnose platform issues and ensure permanent bug resolution. Proactively identify process gaps to implement new SOPs or automation ideas, while mentoring junior agents and contributing to the knowledge base to elevate team performance standards.
Required Qualifications
- Minimum 2 years of experience in a customer support role
- Native or full professional fluency in Swedish (written and spoken)
- Expert English (written and spoken)
- Documented history of taking accountability for issues outside of standard scope and seeing them through to the end
- Advanced troubleshooting skills
- Strong foundational knowledge in Fintech, SaaS, or B2B payment processing environments
- Expert proficiency with CRM and ticketing systems (e.g., Zendesk, Intercom)
Desired Qualifications
- At least 1 year in a Senior, Tier 2, or Escalation-focused capacity
- Professional working proficiency (written and spoken) in Finnish or Norwegian
- Direct experience with B2B e-commerce, merchant account management, or complex credit/invoicing systems
- Prior experience in a high-growth startup, showing adaptability and resourcefulness
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