Senior Customer Support Specialist

Are you an experienced support professional ready to take ownership in a role where customer dialogue meets technical depth? Do you enjoy investigating complex issues and improving how things work — not just solving tickets?

Visiba is a SaaS company that provides AI-enabled digital healthcare solutions and are is looking for a Customer Support Specialist to join our Account Management team. In this role, you will not only support customers — you will actively contribute to improving processes, strengthening customer relationships, and shaping how we deliver world-class support in digital healthcare.

As a Senior Customer Support Specialist, you will:

• Handle first/second and third line support for our customers

• Investigate and troubleshoot complex cases, including system configurations, integrations and data-related issues

• Perform structured technical research, including log analysis and root cause investigations

• Act as an escalation point for more advanced support matters

• Collaborate closely with Account Managers to proactively identify risks and opportunities within accounts

• Work cross-functionally with Product Development to identify product improvements based on customer insights

• Deliver online training sessions and customer education initiatives

• Drive continuous improvements in support workflows, documentation and internal processes

This is a role with real impact. You will help define how support and account management work together, contribute to long-term customer success, and strengthen the overall customer experience.

We believe you bring:

• Experience working with first/second and third line support, preferably in a SaaS or system-based environment

• A strong technical interest and curiosity about how systems, integrations and configurations work

• Experience investigating complex issues and driving them to resolution

• The ability to independently structure your work and take ownership from start to finish

• A solution-oriented mindset and strong analytical skills

• Coaching skills and a genuine interest to help others succeed

• Excellent communication skills in Swedish and English, both written and verbal

Most importantly, you are self-driven and comfortable taking responsibility. You enjoy digging into technical challenges while maintaining a professional and trust-building dialogue with customers.

You will be part of our Account Management team, working closely with Account Managers while collaborating cross-functionally with Product Development. Your direct manager will be Sophie Haarlem, a values-driven leader who believes that an employee’s success is achieved through personal development, well-being, clarity and collaboration. In this team, we value initiative, ownership and a shared ambition to continuously improve.

• A meaningful product with real impact on patients and healthcare professionals

• A value-driven culture where people and quality come first

• 30 days of paid vacation

• 1 hour per week dedicated to wellness during working hours

• Wellness allowance and private health insurance

• Hybrid work model (50%)

• Opportunities to grow and be challenged

📍 Location: Gothenburg or Örebro

📅 Start: As soon as we find the right person

Send your application in English or Swedish – whichever you prefer.

We do not accept applications via email. Selection is ongoing, so please submit your application as soon as possible!