Support Agent

nShift; Stockholms kommun; On-site; SEK 420,000 - 600,000; Full time

Job summary

nShift in Stockholm seeks a customer-focused support specialist to assist customers and partners with technical issues. You will resolve incidents, document work, and collaborate with internal teams to ensure smooth operations in a fast-paced SaaS environment.

Fluent in Swedish and English, you will handle inquiries via phone and written channels, maintain SLA commitments, and contribute to a culture of knowledge sharing and proactive problem solving.

Qualifications

• Customer service experience required.
• Fluency in Swedish and English mandatory.

Responsibilities

• Provide technical support to customers and partners via phone and written communication.
• Handle all types of requests efficiently (inbound/outbound calls, emails, meetings).
• Ensure compliance with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Deliver basic training to customers and colleagues.
• Take a proactive approach to workload management.
• Contribute to a service-oriented team culture with knowledge sharing.

Skills

Customer service

Swedish language

English language

Job description

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania. Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors! If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

About You

• You are naturally a spontaneous person who can communicate with ease and can work well with others
• You are an ambitious and commercially driven individual with a strong passion for customer service
• You have experience and a keen interest in understanding customers, partners, and software product features
• You thrive in fast-paced environments, demonstrating strong resilience and a dynamic, energetic approach to challenges
• You have a positive, team-oriented attitude
• You are structured, organized, and comfortable working independently
• You learn new software quickly and work well with customers and partners to understand their needs
• You are a natural problem solver who adapts easily to change

Purpose of role

nShift is on an exciting high-growth journey, and we are looking for a colleague to join our team in Stockholm to ensure our customers receive exceptional service. Our products play a critical role in our customers' operations, so it's essential that they function correctly. When issues arise, they need to be resolved quickly, professionally, and effectively. In this role, you'll handle a variety of support cases, collaborate with internal teams, assist partners with complex troubleshooting, and contribute to a dynamic, fast-paced work environment alongside your colleagues.

What You'll Be Doing

• Provide technical support to customers and partners via phone and written communication.
• Handle all types of incoming requests efficiently (including inbound phone, outbound phone, email tickets, teams meetings etc.)
• Ensure compliance with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Deliver basic training to customers and colleagues
• Take a proactive approach to workload management.
• Contribute to a strong, service-oriented team culture where knowledge sharing is key.

Required professional qualifications

• Previous customer service experience.
• Fluency in Swedish and English (mandatory).

Bonus points

• Experience in logistics.
• Interest in IT and technical troubleshooting
• Knowledge of additional languages, German being a plus.
• Previous experience in a SaaS company.

At nShift, we believe in embracing diversity in all forms and fostering an inclusive environment for everyone, which we believe is essential for our continued success. We're an equal opportunity employer, meaning all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.