Customer Support Manager

Benifex Nordics; Stockholms kommun; Hybrid; SEK 520,000 - 700,000; Full time

Benefits offered by this job

Hybrid work

Pension plan

Lifeplan advisory

Collective agreement

Benefits portal

Wellness allowance

30 vacation days

Referral bonuses

Parental pay

Volunteer days

Job summary

Benifex is seeking an individual contributor Customer Support Manager in a hybrid model to deliver high-quality support while ensuring an outstanding customer experience. You will troubleshoot queries, resolve product issues, and proactively manage communications to keep customers informed during the support process.

Work closely with Customer Success and other teams to contribute to platform maintenance, retention, and service improvements.

Qualifications

• Experience in customer service or SaaS operations with strong resolution quality.
• Proven ability to troubleshoot and communicate effectively to non-technical audiences.
• Experience collaborating across teams to improve service delivery and adoption.

Responsibilities

• Diagnose and resolve customer queries and product issues per processes.
• Provide proactive ticket updates and manage escalations to meet SLAs.
• Resolve issues at first contact with strong troubleshooting skills.
• Identify recurring issues and suggest best practices for improvement.
• Maintain knowledge resources to promote self-service and reduce demand.
• Monitor trends and report platform issues for service improvements.
• Collaborate with Customer Success and Account Directors to support adoption and growth.
• Leverage AI tools/data insights to enhance support delivery and feedback.

Skills

Customer service

SaaS operations

Troubleshooting

Cross-functional

Clear communicator

Swedish & English

Tools

CRM systems

AI tools

Job description

Great Benefits

• A hybrid working model.
• ITP1 pension.
• Lifeplan - a leading financial advisory service that offers personalized advice for maximizing your pension savings.
• Collective agreement.
• Access to our comprehensive benefits portal.
• Generous wellness allowance.
• 30 vacation days / year.
• Referral bonuses.
• Enhanced parental pay.
• Volunteer Days - two paid days annually to give back to the community.

Who are Benifex?

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex's mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that's where you come in.

Why should you apply?

• Join a customer-centric team where you'll play a key role in delivering exceptional support experiences and building long-term customer trust.
• Develop your technical troubleshooting expertise while working with a leading SaaS platform used by organisations across the globe.
• Make a direct impact on customer satisfaction, adoption, retention, and growth by resolving issues and identifying opportunities for continuous improvement.
• Collaborate closely with Customer Success, Account Directors, and cross-functional teams in a supportive and fast-paced environment.
• Work for a profitable, fast-growing market leader in the online reward and employee benefits space.

Role Overview

This is an individual contributor customer support role, not a leadership position. As a Customer Support Manager, you will be responsible for delivering high-quality, efficient support to our customers while ensuring an outstanding customer experience. You will troubleshoot queries, resolve product-related issues, and proactively manage communications to keep customers informed throughout the support process. Working closely with Customer Success and other internal teams, you will contribute to platform maintenance, customer retention, and service improvements. Success in this role comes from combining technical problem-solving skills with a customer-first mindset, helping Benifex deliver a premium product and service experience.

Responsibilities

• Diagnose, investigate, and resolve customer queries and product-related issues in line with established processes.
• Provide proactive updates to customers on ticket progress and manage escalations effectively to ensure SLA commitments are met.
• Resolve issues at the first point of contact through effective troubleshooting and technical expertise.
• Identify recurring issues, recommend best practices, and highlight opportunities to improve customer experience and platform usage.
• Contribute to maintaining and improving internal and external knowledge resources to promote self-service and reduce support demand.
• Monitor and report recurring trends and platform issues to support service improvements and platform stability.
• Collaborate closely with Customer Success Managers and Account Directors to support customer adoption, retention, and growth.
• Leverage AI tools and data insights to enhance support delivery, identify trends, improve processes, and provide structured feedback to relevant teams.

What are we looking for?

• Experience in customer service, SaaS operations, or a similar customer-facing environment.
• Proven track record of handling customer enquiries or incidents with a strong focus on quality resolution and customer satisfaction.
• Strong troubleshooting and problem-solving skills, with the ability to navigate systems, tools, and platforms effectively.
• Experience collaborating across teams to resolve customer issues and improve service delivery.
• Ability to communicate technical concepts clearly and confidently to non-technical audiences.
• Comfortable working with digital tools, support systems, and emerging technologies, with a willingness to continuously learn.
• Strong written and verbal communication skills in both Swedish and English.
• Customer-focused, service-oriented, and professional in every interaction.
• Collaborative team player with a growth mindset and a strong sense of ownership and accountability.