Service Operations Center (SOC) Manager

Telavox; Malmö kommun; On-site; SEK 700,000 - 900,000; Full time

Job summary

Telavox is seeking a Service Operations Center Manager to lead a globally serving support team based in Malmö. You will drive on-call coverage, coordinate incident management, and ensure high-quality second-level technical support for operators and customers worldwide.

The role emphasizes technical troubleshooting, cross-functional collaboration, and proactive reporting to sustain SLAs and service quality in a fast-growing telecom/UCaaS environment.

Qualifications

• Minimum 3–5 years in technical support or customer service leadership.
• 24/7 on-call rotations experience and incident management familiarity.
• Strong problem-solving with a customer-focused mindset.
• Experience with SLAs and improving support workflows.
• Fluent in English.

Responsibilities

• Lead a team of support engineers delivering multi-channel support (tickets, phone, email, chat).
• Manage on-call schedules and oversee after-hours coverage, including incident management processes.
• Diagnose, troubleshoot and resolve escalated technical issues with a customer-focused approach.
• Collaborate with product, operations, and service providers to improve processes and feedback loops.
• Develop, maintain, and automate SLA and customer reporting.

Skills

Team leadership

24/7 coverage experience

Customer-focused mindset

Strong communication skills

English fluency

Tools

Jira

Confluence

HubSpot

Job description

Join Telavox as a Service Operations Support Manager

We are looking for a talented and driven Service Operations Center (SOC) Manager to join our team. This is a fantastic opportunity for someone who enjoys technical problem-solving, leadership, and providing top-notch customer support in the telecom and UCaaS industry. If you're excited about leading a support team solving complex technical challenges and contributing to a fast-growing, innovative company, we’d love to hear from you!

About the job

As a Service Operations Center Manager at Telavox, you will be responsible for leading a team that provides second-level technical support to our operator clients. The team is based in Malmö, but our clients are around the world. You’ll collaborate closely with cross-functional teams to ensure customers have a seamless experience with our software products and services.

A typical day in this role involves:

• Team leadership and coordination: Managing and guiding a team of support engineers, ensuring high-quality service delivery through various channels like tickets, phone, email, and chat.

• On-call duty management: Organizing and overseeing the team’s on-call schedule, ensuring proper coverage during after-hours support. Except for leading a team of Tech Support Engineers, the team includes an Incident Manager responsible for incident management and its ways of working.

• Technical issue resolution: Diagnosing, troubleshooting, and resolving escalated issues while maintaining a customer-focused mindset.

• Stakeholder & Service Provider collaboration: Build strong relationships across support, product, customer operations, and larger Service Providers to resolve issues, improve processes, and turn feedback into action.

• Reporting: Maintaining, improving, and automating our customer reporting on SLA and Service Operations status.

• SLA management: Monitoring team performance to ensure service-level agreements (SLAs) are met, escalating incidents as needed, and continuously improving the support process.

This role is based in our Malmö office, where you’ll join a collaborative and innovative work environment and have opportunities to lead and influence our growing global support operations.

About you

We’re looking for a leader with a minimum of 3-5 years of leadership experience in technical support or customer service, ideally within the software or telecom industry. You thrive in a leadership role, have a strong grasp of technical troubleshooting, and are dedicated to delivering exceptional customer satisfaction. You thrive at fostering team spirit and building a positive, collaborative culture that motivates your team to perform at their best.

Competencies:

• Experience in a technical support role, with at least 3-5 years of team leadership experience.

• Experience managing on-call rotations and ensuring 24/7 coverage, including leading incident management operations.

• Strong problem-solving skills and a customer-focused mindset.

• Familiarity with tools like Atlassian (Jira, Confluence), HubSpot, and other support systems.

• Use AI as a natural part of your work and influence your team members to do so too

• Excellent communication skills with the ability to explain technical concepts to non-technical users.

• Experience managing SLAs and improving support workflows.

• Fluent in English

Good-to-have skills:

• Previous experience in software development or beta testing

• Experience with incident escalation management

Super-nice-to-have skills:

• Familiarity with telecom technologies or cloud-based platforms

You’ll fit right in if you have a collaborative mindset, a passion for leadership, and a proactive approach to problem-solving. We value team players who bring a positive, can-do attitude and are eager to make an impact.

Join us at Telavox

Since Telavox's journey started in 2002, we have strengthened our position as the leading forward-thinking communication platform for businesses. As a digital mobile operator, we develop and own our all-in-one communication platform, which integrates telephony, PBX, messaging, meetings, and contact centers, giving businesses a smarter way to connect.
Today, we’re a thriving company with 1.9 billion SEK in revenue and 500+ Telavoxers across nine countries. We embrace AI and automation to push the boundaries of business communication.
We offer flexible work options and adaptable hours, giving you the freedom to balance life and career while staying connected to our vibrant Telavox culture.

Read more about our new HQ in Malmö!

Learn more about what we do!