Technical Customer Support Lead - Stockholm or London
On-siteLondon, England, United Kingdom or Stockholm, Stockholm, Sweden
Job Summary
Technical Customer Support Lead responsible for building an AI-enabled first line of support for clinicians, leveraging Intercom to automate common questions and workflows while maintaining high clinician satisfaction. Own and improve the Intercom setup, triage and escalation systems, and develop documentation, playbooks, and troubleshooting workflows. Collaborate with Product, Engineering, and Medical Operations to reduce manual support load, elevate automation while ensuring clear escalation paths, and track metrics such as response/resolution times and automation rate. Role based in Stockholm or London with strong Swedish and English language requirements and focus on supporting clinicians in Sweden and the UK.
Required Qualifications
- Experience in technical support, customer operations, support operations, product operations, or a similar role.
- Strong interest in AI and automation, with excitement about applying new tools to real operational problems.
- Experience working with Intercom or a similar customer support platform.
- A technical mindset: you can investigate issues, understand product behaviour, and work effectively with Product and Engineering.
- A systems mindset: you do not just want to answer the same question repeatedly; you want to build a better support system.
- Strong written and verbal communication skills in Swedish and English.
- Good judgement around when to automate, when to involve a human, and when to escalate.
- Comfort creating documentation, workflows, playbooks, and support processes from scratch.
- A strong customer focus and care for delivering a high-quality clinician experience.
Desired Qualifications
- Experience building AI-powered or highly automated support workflows.
- Experience with Intercom Fin, Zendesk AI, Ada, Decagon, Sierra, ChatGPT-based workflows, or similar tools.
- Experience in healthcare, clinical operations, regulated products, or other safety-sensitive environments.
- Familiarity with support analytics, product feedback loops, bug reporting, or QA processes.
- Experience helping a support function move from manual and reactive to structured, scalable, and automated.
- We believe the best ideas happen when we’re together. This is a full-time role based in either Stockholm or London (with strong preference for Stockholm) where you will work primarily in order to collaborate, connect, and build our culture.
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