Norway Regional Customer Support Lead – ERP

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

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.