Tech Support Team Lead

Join Telavox as a Tech Support Team LeadWe are looking for a talented and driven Tech Support Team Lead 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 you're excited about leading a global team, solving complex technical challenges, and contributing to a fast-growing, innovative company, we’d love to hear from you!

About the job

As a Tech Support Team Lead at Telavox, you will be responsible for leading a global team that provides second-level technical support to our clients. You’ll 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 team’s on-call schedule, ensuring proper coverage during after-hours support while being part of the on-call rotation yourself.

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

• Collaboration with internal stakeholders: Acting as the main contact between support, product teams, and customer operations to address issues and improve processes.

• Reporting: Maintaining, improving and automise 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 you’ll join a collaborative and innovative work environment and have opportunities to lead and influence our growing global support operations.

About you

We’re looking for a Tech Support Team Lead with a minimum of 3-5 years of 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 1-2 years of team leadership experience.

• Experience managing on-call rotations and ensuring 24/7 coverage.

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

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

• 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.

You’ll 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.

Why Telavox?

Since Telavox's journey started in 2002, we have strengthened our position as the leading forward-thinking communication platform for businesses. We offer Telephony, PBX, messaging, meetings, and contact centres in one simple platform. Unlike our competitors, we own our platform and develop everything ourselves in-house.Today, we are a fast-growing and profitable company with +1.9b in revenue and +500 Telavoxers in nine countries. We pride ourselves on creating an inclusive, supportive culture where everyone can thrive. By joining us, you will not only contribute to our technology but also be part of a company that values work-life balance, continuous learning, and community. Plus, you will enjoy our legendary company events, personal development opportunities, and much more

Are you interested in becoming part of Telavox? Apply now!

At Telavox, we don't focus on fitting in; we focus on making room for everyone.

Join Telavox, where diversity fuels innovation. Apply now to join a team committed to creating a truly inclusive workplace.

Do not miss out on this exciting opportunity to grow your career and make your mark on the future of telecom technology. Send your application our way, and let us explore what we can achieve together!

For any questions, feel free to reach out to Talent Acquisition Partner Ami Faraguna at ann-marie.faraguna@telavox.com

Learn more about what we do!