Support Agent – Team Lead

Telavox

Telavox is a telecommunications software company with mor

About the job

As a Support Agent – Team Lead, you’ll have a dual role. You’ll handle your own customer cases while also taking responsibility for supporting and coordinating the Norwegian support team.

You’ll 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, you’ll 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 you’ll 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

About you

We’re looking for someone who enjoys working with customers, solving problems, and supporting colleagues. You’re 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. You’re also comfortable working with invoicing-related questions and enjoy finding solutions to complex issues.

You’re 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, you’re excited about being part of Telavox’s continued growth in Norway and helping us build a strong presence in Oslo.

Join us at Telavox

Since Telavox's 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, we’re 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.