Senior Customer Support Specialist

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

About Two

At Two, we’re transforming the world of B2B commerce by reinventing how businesses pay and get paid. Our mission is to bring the speed, simplicity, and customer experience of B2C e-commerce into the B2B space, removing friction from business transactions and unlocking growth for merchants and buyers alike.

Backed by top-tier investors including Sequoia Capital, Shine, LocalGlobe, Antler, and some of the world’s most respected fintech angels, we’ve raised over €50 million in equity to date. And we’re just getting started!

We’re a diverse, ambitious team that values curiosity, impact, and ownership. Join us at Two and help shape the future of B2B payments!

About the Role

This is a critical, high-impact role designed for an experienced, high-achieving support professional ready to be a principal expert and bar raiser within our global Customer Support team.

You won't just close tickets; you will take extreme ownership of the most complex, high-value B2B payment issues for our key Swedish merchants. Your success will be measured not only by customer satisfaction but by your ability to resolve issues completely, improve processes, and significantly elevate the performance standards of the entire team.

If you possess a go beyond mentality and are looking for a platform where your expertise can drive genuine change, this is it.

Key Responsibilities

• Operational Expert for Key Merchants: Serve as the go-to person for all BAU servicing activities for key Swedish merchants. This includes onboarding service teams to new processes, training them on Two's platform, and setting up collaborative processes to continuously improve servicing quality and efficiency.
• Extreme Ownership of Complex Cases: Handle Tier 2 escalations and complex B2B financial and technical inquiries from our Swedish merchant base via chat and email, owning the issue from the first contact to definitive resolution.
• Customer Empathy and Communication: Provide clear, concise, and professional communication in both Swedish and English, turning emotionally charged or difficult customer situations into positive, brand-defining experiences.
• Cross-Functional Collaboration: Act as the primary bridge between the Swedish customer base, Operations, Product, and Engineering teams to diagnose platform issues, suggest technical fixes, and ensure permanent resolution of recurring bugs.
• Drive Process Improvement: Proactively identify gaps in internal processes, product functionality, or documentation, and take the initiative to implement or lead the creation of solutions (e.g., new SOPs, automation ideas).
• Team Elevation: Serve as a subject matter expert and mentor to junior agents, contributing to the knowledge base and setting the benchmark for troubleshooting and resolution quality across the team.

Requirements

Must Haves

• Experience: Minimum 2 years of experience in a customer support role, or alternatively, a highly motivated graduate who can demonstrate the aptitude and ability to handle this complex support role.
• Language Fluency: Native or full professional fluency in Swedish (written and spoken) and Expert English (written and spoken).
• Ownership Mentality: Documented history of taking accountability for issues outside of standard scope and seeing them through to the end.
• Experience in fintech or tech: Advanced troubleshooting skills and strong foundational knowledge in Fintech, SaaS, or B2B payment processing environments.
• Tools: Expert proficiency with CRM and ticketing systems (e.g., Zendesk, Intercom).

Nice to Haves

• Experience: At least 1 year in a Senior, Tier 2, or Escalation-focused capacity.
• Nordic Language Skill: Professional working proficiency (written and spoken) in Finnish or Norwegian.
• Industry Background: Direct experience with B2B e-commerce, merchant account management, or complex credit/invoicing systems.
• Impact: Prior experience in a high-growth startup, showing adaptability and resourcefulness.

Why Join Two?

• High Impact: You will be a crucial piece of our global expansion, directly protecting and growing our core Nordic market.
• Challenge Yourself: We offer a challenging environment designed for high-performers who are motivated by solving problems that others can’t.
• Ownership: You will have autonomy and the necessary resources to "go beyond" for your customers and your team.
• Competitive Compensation & Benefits (Details provided upon application).

Benefits

• 5000 SEK annual allowance to spend on anything that will contribute to your mental or physical health
• 5000 SEK annual allowance for learning and training
• 5000 SEK support for a mobile phone every 24 months (from your 6th month anniversary)
• Employee equity scheme - have a real stake in the company’s success
• Work on a cutting-edge B2B payment system, shaping the future of business to business payments
• Work from abroad for up to 30 days per year