Senior B2B Payments Support Lead – Nordic Focus

Two; Stockholms kommun; On-site; SEK 550,000 - 850,000; Full time

Benefits offered by this job

Health allowance 5000 SEK

Learning allowance 5000 SEK

Mobile phone subsidy 5000 SEK

Employee equity

Work from abroad up to 30 days

Job summary

Two is seeking an experienced support professional to own high-value Swedish merchant cases and elevate the Customer Support team. You will oversee BAU servicing, train and onboard teams, and drive processes to improve quality and efficiency.

Strong ownership mindset and fintech/SaaS knowledge are essential. You will serve as a bridge between Swedish customers and Operations, Product, and Engineering to diagnose issues and implement permanent fixes, while mentoring colleagues and contributing to

Qualifications

• Minimum 2 years of experience in a customer support role.
• Native or professional fluency in Swedish (written and spoken) and expert English (written and spoken).
• Documented history of taking accountability and ownership of issues.
• Experience in fintech, SaaS, or B2B payment processing environments.
• Proficient with CRM and ticketing systems (Zendesk, Intercom).

Responsibilities

• Serve as the go-to person for BAU servicing activities for key Swedish merchants.
• Handle Tier 2 escalations and complex B2B inquiries via chat and email from Swedish merchants.
• Provide clear, professional communication in Swedish and English.
• Collaborate with Operations, Product and Engineering to diagnose issues and ensure permanent resolution.
• Identify gaps in processes or product documentation and lead improvements (SOPs, automation).
• Mentor junior agents and contribute to knowledge base.

Skills

Customer support

Swedish fluency

English fluency

Ownership mindset

Tools

Zendesk

Intercom

Job description

Two is seeking an experienced support professional to own high-value Swedish merchant cases and elevate the Customer Support team. You will oversee BAU servicing, train and onboard teams, and drive processes to improve quality and efficiency.

Strong ownership mindset and fintech/SaaS knowledge are essential. You will serve as a bridge between Swedish customers and Operations, Product, and Engineering to diagnose issues and implement permanent fixes, while mentoring colleagues and contributing to