B2B Support Specialist - Complex Case Expert & Ops Enabler

Jobtailor; Stockholms kommun; On-site; SEK 550,000 - 800,000; Full time

Job summary

Jobtailor in Stockholm is seeking a B2B Support Lead to own complex cases and support day-to-day B2B operations across phone, chat, and email.

You will drive cross-functional alignment with Sales, Technical Support, and Back Office, acting as a role model for clear and professional communication in all customer interactions and stakeholder engagements. A focus on KPI-driven performance will shape how you lead and improve processes.

Qualifications

• Experience in B2B support, customer operations, or a similar field.
• Confidence in handling complex or commercially important cases.
• Strong ownership, structure, and judgement.
• Clear and professional communication in Swedish and English.
• Comfort working cross-functionally and building strong stakeholder relationships.
• A drive to improve ways of working and support high-quality B2B operations.

Responsibilities

• Complex case ownership: Act as an escalation point for complex or sensitive B2B cases.
• Operational support: Support day-to-day B2B operations and support customers across phone, chat, and email.
• Cross-functional alignment: Drive alignment across Support, Sales, Technical Support, and Back Office to ensure a smooth customer journey.
• Professional communication: Act as a role model for clear, professional, and trustworthy communication in all customer and stakeholder interactions.
• Performance and quality: Drive individual and team KPIs to support scalable, high-quality B2B support.
• Continuous improvement: Help improve B2B workflows and operational predictability so the team can work more efficiently and consistently over time.

Job description

Jobtailor in Stockholm is seeking a B2B Support Lead to own complex cases and support day-to-day B2B operations across phone, chat, and email.

You will drive cross-functional alignment with Sales, Technical Support, and Back Office, acting as a role model for clear and professional communication in all customer interactions and stakeholder engagements. A focus on KPI-driven performance will shape how you lead and improve processes.