Support Agent Team Lead- Oslo

At Telavox were 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.

In this role youll combine hands-on customer support with Team Lead responsibilities. Youll take ownership of your own customer cases while also supporting guiding and coordinating our Norwegian support team.

Youll 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.

Youll 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 youll be based in our Oslo office and work closely with local leaders and other colleagues as we continue to grow our Oslo presence.

Our customers range from small companies to large Enterprise clients meaning youll encounter a wide variety of questions and challenges. Youll collaborate across teams to find the best solutions and make sure our customers receive an excellent experience.

If you enjoy solving problems taking ownership supporting others and helping build something that is growing this could be the role for you!

As a Support Agent Team Lead youll have a dual role. Youll handle your own customer cases while also taking responsibility for supporting and coordinating the Norwegian support team.

Youll 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.

The role also gives you the opportunity to contribute to the continued growth of Telavox in Norway. Based in our Oslo office youll work closely with local leaders and colleagues while maintaining strong collaboration with our distributed support organization in Sweden.

A strong focus of the role will be on invoicing and customer satisfaction while youll also handle a variety of other customer and technical support matters.

A typical day in this role involves:

• Handling incoming customer cases and taking ownership from start to finish

• Supporting customers with invoicing-related questions and other support matters

• Working proactively to ensure high customer satisfaction

• Supporting and guiding colleagues in their daily work

• Acting as a point of escalation for more complex customer cases

• Helping the team prioritize and find effective solutions

• Identifying recurring issues and contributing to improvements in our processes

• Collaborating with Customer Success Finance Engineering and other internal teams

• Working closely with our support colleagues in Malmö and remotely across Sweden

• Sharing knowledge and best practices with the team

• Escalating system bugs and following issues through to resolution

• Balancing your own casework with your Team Lead responsibilities

• Contributing to the continued growth and development of our Oslo office and Norwegian operations

Were looking for someone who enjoys working with customers solving problems and supporting colleagues. Youre comfortable taking ownership of your own cases while also stepping up to help the team when needed.

You have a strong customer focus and understand the importance of delivering a great customer experience. Youre also comfortable working with invoicing-related questions and enjoy finding solutions to complex issues.

Youre 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.

Competencies:

• Experience in customer support or a similar customer-facing role

• Experience taking a coordinating mentoring or Team Lead role is a plus

• Fluent in Norwegian and English both written and spoken

• Strong customer focus and a genuine interest in customer satisfaction

• Experience or interest in working with invoicing and finance-related questions

• Strong problem-solving skills and a solution-oriented mindset

• Excellent communication skills

• Comfortable taking ownership of your own cases and following them through to resolution

• Able to support coach and share knowledge with colleagues

• Comfortable working independently as well as collaboratively across locations

• Interest in systems and technology with the ability to learn new tools and processes quickly

• Comfortable working in a distributed organization and collaborating with colleagues remotely

You thrive in a role where you can make a difference for both customers and colleagues. You enjoy taking responsibility sharing your knowledge and helping a team perform at its best while still being hands-on in customer support.

Most importantly youre excited about being part of Telavoxs continued growth in Norway and helping us build a strong presence in Oslo.

Since Telavoxs journey started in 2002 we have strengthened our position as the leading forward-thinking communication platform for businesses. As a digital mobile operator we develop and own our all-in-one communication platform which integrates telephony PBX messaging meetings and contact centers giving businesses a smarter way to connect.

Today were a thriving company with 1.9 billion SEK in revenue and 500 Telavoxers across nine countries. We embrace AI and automation to push the boundaries of business communication.

We offer flexible work options and adaptable hours giving you the freedom to balance life and career while staying connected to our vibrant Telavox culture.

Read more about our new HQ in Malmö !

At Telavox we dont focus on fitting in; we focus on making room for everyone.

Were always on the lookout for great talent so applications are reviewed continuously. If youre ready to be part of an innovative AI-driven telecom company apply today with your CV and cover letter in English.

For any questions feel free to reach out to Talent Acquisition Partner Ami Faraguna at

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