At a Glance
- Tasks: Lead the creation of AI-driven support for clinicians and enhance our support systems.
- Company: Join Tandem Health, a tech innovator in healthcare solutions.
- Benefits: Enjoy competitive salary, generous vacation, wellness allowance, and private medical insurance.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in healthcare while working with cutting-edge AI technology.
- Qualifications: Experience in technical support and a passion for AI and automation.
The predicted salary is between 60000 - 80000 £ per year.
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.
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.
- 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 elevate issues.
- 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, Chat GPT‑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
This full‑time role is based in either Stockholm or London (with a strong preference for Stockholm).
You will support clinicians in Sweden as well as other markets, including the UK, and work primarily to collaborate, connect, and build our culture.
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.
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Support Lead - Stockholm or London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tandem Health. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tandem Health before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Support Lead - Stockholm or London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tandem Health:Your cover letter is your chance to shine! Tell us why you want to work at Tandem Health specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tandem Health!
How to prepare for a job interview at Tandem Health
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
