Customer Support Team Lead

Tangent International; Molde; On-site; NOK 900,000 - 1,200,000; Full time

Job summary

Tangent International seeks a Customer Support Team Lead in Norway to own a regional support function, coach a local team and improve outcomes. You’ll balance people leadership with service delivery, ensuring timely handling of cases and effective escalation for complex issues.

Based in Molde with potential office time, you will collaborate with international leadership, align with global standards, and push for a proactive, consultative customer experience in a PE-backed software business.

Qualifications

• Experience leading or managing a Customer Support, Service Desk or Service Delivery team.
• Experience in a software company or software support environment.
• Coaching, 1:1s and performance management experience.
• Ability to use KPIs and metrics to improve service delivery.
• Exposure to ERP software or similar critical applications.
• Ability to differentiate workflow vs. technical issues and escalate appropriately.
• Strong communication in English and collaboration across teams.

Responsibilities

• Lead, coach and develop a regional Customer Support team.
• Drive performance through service metrics, KPIs and data.
• Prioritise and manage customer cases and queues effectively.
• Assist in diagnosing workflow, user and technical issues.
• Escalate complex or high-impact situations when needed.
• Collaborate with technical and product teams for issue resolution.
• Identify recurring themes and improve support processes.
• Develop documentation, SOPs and best practices.
• Maintain a high-quality, consultative support culture.

Skills

Team leadership

Software support

People management

Metrics-driven

ERP software

Ticketing systems

English proficiency

Tools

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Salesforce

Job description

Customer Support Team Lead

ERP Software | Customer Support Leadership | Norway

Join an established, PE-backed international software company providing specialist ERP and operational technology to complex manufacturing and processing industries.

The business combines decades of domain expertise with continued investment in modern cloud technology and AI-assisted solutions, supporting thousands of customers internationally. This is an opportunity to join a highly specialised part of the organisation that has built a strong position within its market and provides software customers rely on to run business-critical operations.

They are now looking for an experienced Customer Support Team Lead in Norway to take ownership of a regional support team, strengthen operational performance and help continue developing a more proactive, consultative approach to customer support.

Company snapshot

This is a global enterprise software organisation focused on purpose-built technology for manufacturers, processors and distributors.

Backed by private equity, the business is continuing to invest in its products, technology and customer experience, with an increasing focus on connected platforms, AI-assisted capabilities and measurable operational performance.

This particular business unit provides specialist cloud ERP software into the seafood and process manufacturing markets, supporting complex operational environments across areas including inventory, procurement, production, logistics, traceability and commercial workflows.

Why this role exists

Customer support plays a critical role because the software sits at the heart of customers' day-to-day operations.

The business wants a strong local leader who can combine people management with operational discipline and enough software knowledge to understand the challenges customers and support teams encounter.

You will take ownership of a regional support team, helping create consistency around coaching, performance, service delivery and customer experience while working closely with an international support leadership organisation.

The opportunity goes beyond managing tickets. The aim is to continue developing a support function that understands customers, identifies recurring issues and helps improve the way support is delivered over time.

About the role

This is primarily a people leadership and service delivery position rather than a deeply technical engineering role.

You will lead and develop the customer support team, manage performance through operational metrics and ensure customer cases are prioritised and handled effectively.

You will remain close enough to customers and the product to understand what is happening when issues arise, help differentiate workflow problems from technical issues and ensure more complex cases are escalated appropriately.

You will report into global support leadership and operate as an important link between the Norwegian customer base and the wider international organisation.

Key responsibilities

• Lead, coach and develop a regional Customer Support team
• Run regular 1:1s, performance conversations and development sessions
• Manage team performance through service metrics, KPIs and operational data
• Ensure customer cases, queues and priorities are managed effectively
• Support the team in diagnosing workflow, user and technical issues
• Act as an escalation point for more complex or higher-impact customer situations
• Work with wider technical and product teams when issues require further investigation
• Identify recurring customer themes and opportunities to improve support processes
• Develop and refine documentation, SOPs, playbooks and support best practices
• Help maintain a high-quality, accountable and increasingly consultative support culture

Ideal candidate profile

• Experience leading or managing a Customer Support, Service Desk or Service Delivery team
• Background within a software company or software support environment
• Experience managing people through coaching, 1:1s and performance management
• Comfortable using KPIs and operational metrics to improve service delivery
• Exposure to ERP software or similarly complex business-critical applications
• Able to understand customer issues and distinguish between workflow and technical problems
• Confident handling customer escalations and working across internal teams
• Familiarity with case or ticket management systems such as Zendesk, Freshdesk, Jira Service Management, ServiceNow, Salesforce or similar
• Strong communication skills and comfortable working within an international organisation
• Fluent professional English

Experience working for an ERP software provider would be particularly relevant, but deep expertise in one specific ERP platform is not required.

Previous exposure to systems such as NetSuite, Odoo, Acumatica, Sage or comparable ERP environments would be advantageous.

Location and working style

• Based in Norway
• Ability to spend time in the Molde office is preferred
• Exact office frequency can be discussed during the process
• Regular collaboration with international colleagues and US-based leadership
• High degree of autonomy and ownership
• Shared responsibility across the support team for incoming customer and office enquiries

Why join

• Join an established, PE-backed international software business
• Work within a specialist ERP organisation with a strong position in its market
• Take genuine ownership of a regional customer support function
• Lead and develop a team rather than simply managing a support queue
• Work with business-critical software used within complex operational environments
• Join a company continuing to invest in cloud technology, AI-assisted capabilities and customer experience
• Gain exposure to an international leadership structure while maintaining meaningful local responsibility
• Build experience within a commercially focused private equity-backed software environment