Service Operations Center (SOC) Manager

We are looking for a talented and driven Service Operations Center (SOC) Manager to join our team. This is a fantastic opportunity for someone who enjoys technical problem-solving leadership and providing top-notch customer support in the telecom and UCaaS industry. If youre excited about leading a support team solving complex technical challenges and contributing to a fast-growing innovative company wed love to hear from you!

As a Service Operations Center Manager at Telavox you will be responsible for leading a team that provides second-level technical support to our operator clients. The team is based in Malmö but our clients are around the world. Youll collaborate closely with cross-functional teams to ensure customers have a seamless experience with our software products and services.

A typical day in this role involves:

• Team leadership and coordination: Managing and guiding a team of support engineers ensuring high-quality service delivery through various channels like tickets phone email and chat.

• On-call duty management: Organizing and overseeing the teams on-call schedule ensuring proper coverage during after-hours support. Except for leading a team of Tech Support Engineers the team includes an Incident Manager responsible for incident management and its ways of working.

• Technical issue resolution: Diagnosing troubleshooting and resolving escalated issues while maintaining a customer-focused mindset.

• Stakeholder & Service Provider collaboration: Build strong relationships across support product customer operations and larger Service Providers to resolve issues improve processes and turn feedback into action.

• Reporting: Maintaining improving and automating our customer reporting on SLA and Service Operations status.

• SLA management: Monitoring team performance to ensure service-level agreements (SLAs) are met escalating incidents as needed and continuously improving the support process.

This role is based in our Malmö office where youll join a collaborative and innovative work environment and have opportunities to lead and influence our growing global support operations.

Were looking for a leader with a minimum of 3-5 years of leadership experience in technical support or customer service ideally within the software or telecom industry. You thrive in a leadership role have a strong grasp of technical troubleshooting and are dedicated to delivering exceptional customer satisfaction. You thrive at fostering team spirit and building a positive collaborative culture that motivates your team to perform at their best.

Competencies:

• Experience in a technical support role with at least 3-5 years of team leadership experience.

• Experience managing on-call rotations and ensuring 24/7 coverage including leading incident management operations.

• Strong problem-solving skills and a customer-focused mindset.

• Familiarity with tools like Atlassian (Jira Confluence) HubSpot and other support systems.

• Use AI as a natural part of your work and influence your team members to do so too

• Excellent communication skills with the ability to explain technical concepts to non-technical users.

• Experience managing SLAs and improving support workflows.

• Fluent in English

Good-to-have skills:

• Previous experience in software development or beta testing

• Experience with incident escalation management

Super-nice-to-have skills:

• Familiarity with telecom technologies or cloud-based platforms

Youll fit right in if you have a collaborative mindset a passion for leadership and a proactive approach to problem-solving. We value team players who bring a positive can-do attitude and are eager to make an impact.

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.

Learn more about what we do!