Technical Customer Support Lead - Stockholm

Job description

BUILD SOMETHING MONUMENTAL FOR HEALTHCARE! At Tandem Health we’re reimagining healthcare by putting clinicians first. Our platform - designed by clinicians, for clinicians - is built on deep insight into real-world pain points, with intuitive medical notes and workflows that truly support patient care. We’re a fast-scaling health-tech company backed by top investors and expanding globally. We move fast, stay curious, and believe building something that matters starts with an extraordinary team. If you're passionate about impact and innovation, we'd love to meet you! ABOUT THE ROLE Tandem Health is building technology that helps clinicians work more effectively, safely, and sustainably. As we scale, we want our support experience to be fast, reliable, and increasingly automated. Today, much of our clinician support is handled manually, with trained clinicians and internal teams responding to questions through Intercom. We are looking for a Technical Customer Support Lead to improve this. In this role, you will leverage the latest developments in AI to build a tech-enabled customer support function that is as automated as possible, while still maintaining excellent clinician satisfaction and clear human escalation paths when needed. You will own and improve our support setup in Intercom, creating better triage, automation, documentation, routing, and escalation processes. Your work will help clinicians get faster, higher-quality support, while giving our Engineering and Medical Operations teams more time back. This role is based in Stockholm and requires strong Swedish and English language skills. You will support clinicians in Sweden as well as other markets, including the UK. WHAT YOU WILL DO - Build an AI-enabled first line of support for clinicians, using Intercom and other tools to automate common questions and workflows. - Own and improve our Intercom setup, including inbox structure, workflows, bots, macros, tagging, routing, and reporting. - Create a clear triage and escalation system so support issues are prioritised and routed to the right team. - "Get your hands dirty" and be able to genuinely understand the support system from the inside, picking up tickets to better understand the existing flows. - Identify recurring support themes and turn them into automation, help centre content, playbooks, or product feedback. - Work closely with Product & Engineering and Medical Operations teams to resolve issues and reduce manual support load. - Build and maintain support documentation, internal guides, clinician-facing content, and troubleshooting workflows. - Define when support should be automated, when a human should step in, and when issues should escalate. - Track support performance, including response times, resolution times, automation rate, escalation rate, and clinician satisfaction. WHAT YOU BRING - Experience in technical support, customer operations, support operations, product operations, or a similar role. - Strong interest in AI and automation, with excitement about applying new tools to real operational problems. - Experience working with Intercom or a similar customer support platform. - A technical mindset: you can investigate issues, understand product behaviour, and work effectively with Product and Engineering. - A systems mindset: you do not just want to answer the same question repeatedly; you want to build a better support system. - Strong written and verbal communication skills in Swedish and English. - Good judgement around when to automate, when to involve a human, and when to escalate. - Comfort creating documentation, workflows, playbooks, and support processes from scratch. - A strong customer focus and care for delivering a high-quality clinician experience. BONUS POINTS - Experience building AI-powered or highly automated support workflows. - Experience with Intercom Fin, Zendesk AI, Ada, Decagon, Sierra, ChatGPT-based workflows, or similar tools. - Experience in healthcare, clinical operations, regulated products, or other safety-sensitive environments. - Familiarity with support analytics, product feedback loops, bug reporting, or QA processes. - Experience helping a support function move from manual and reactive to structured, scalable, and automated. LOCATION We believe the best ideas happen when we’re together. This is a full-time role based in Stockholm, where you will work primarily in order to collaborate, connect, and build our culture. HOW TO APPLY We adopt a continuous selection process, so please make sure to apply with your CV in English. Our interview process consists of stages: 1. Screening interview with Talent Acquisition 2. First interview with Head of Commercial Excellence 3. Second interview with our CEO 4. Working Day - Join us in the Stockholm office for a day to experience our culture firsthand, collaborate with our team, and see how you work in action. BENEFITS - Competitive salary & company stock options - 30 days/year of paid vacation - 5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiatives - Generous Parental leave top-up for new parents - Private Medical Insurance to stay healthy - Mental health support through our partner Mindler - Pension program - Social and team-building activities (off-sites, after works, winter/summer parties) - An opportunity to make a real positive impact in the world of healthcare - Work with some of the best minds in AI, healthcare, and engineering. We review our benefits packages on a regular basis and might modify our benefits from time to time. CULTURE AT TANDEM At Tandem, we move fast, think big, and take ownership. We're a high-performing, diverse team with a shared drive to change the future of healthcare - and we’re just getting started. Our culture is built on action, ambition, and learning. You'll be trusted to take the lead, challenge yourself, and make an impact from day one. We believe real growth happens when you're stretched, supported, and surrounded by smart, passionate teammates who want to win together. Even though we’re spread across countries, we come together often in Sweden for team meetings, social events, and offsites - blending global reach with real human connection. We hire for talent, potential, and attitude - valuing different backgrounds and fresh perspectives. Great ideas come from everywhere, and we’re building a team that reflects the world we want to change. Tandem handles sensitive patient data and will conduct a background check before hiring any candidate.