Technical Customer Support Lead - Stockholm or London

Tandem Health; Stockholms kommun; On-site; SEK 500,000 - 700,000; Full time

Benefits offered by this job

Competitive salary & company stock options

30 days/year of paid vacation

Wellness allowance

Private medical insurance

Mental health support

Pension program

Job summary

Tandem Health in Stockholm seeks a Technical Customer Support Lead to enhance clinician support via AI and automation. You will improve processes in Intercom, ensuring efficient triaging and satisfaction for clinicians across multiple markets.

The ideal candidate has a technical support background and a passion for developing innovative support systems while excelling in communication skills in both Swedish and English.

Join us to build impactful solutions in healthcare and enjoy benefits including competitive salary, generous vacation, and wellness support.

Qualifications

• Experience in technical support or customer operations role.
• Strong interest and excitement in applying AI tools.
• Ability to build effective documentation and support workflows.

Responsibilities

• Build AI-enabled support for clinicians using Intercom.
• Improve Intercom setup, including triage and automation.
• Identify recurring support issues and create solutions.

Skills

Technical support experience

Interest in AI and automation

Experience with customer support platforms

Strong written and verbal communication in Swedish and English

Customer-centric mindset

Tools

Intercom

Zendesk

AI tools

Job description

Build something monumental for Healthcare! At Tandem Health we're reimagining healthcare by putting clinicians first. Our platform - designed by clinicians, for clinicians - is built on deep insight into real-world pain points, with intuitive medical notes and workflows that truly support patient care.

We're a fast-scaling health-tech company backed by top investors and expanding globally. We move fast, stay curious, and believe building something that matters starts with an extraordinary team. If you're passionate about impact and innovation, we'd love to meet you!

About the role

Tandem Health is building technology that helps clinicians work more effectively, safely, and sustainably. As we scale, we want our support experience to be fast, reliable, and increasingly automated.

Today, much of our clinician support is handled manually, with trained clinicians and internal teams responding to questions through Intercom. We are looking for a Technical Customer Support Lead to improve this.

In this role, you will leverage the latest developments in AI to build a tech-enabled customer support function that is as automated as possible, while still maintaining excellent clinician satisfaction and clear human escalation paths when needed.

You will own and improve our support setup in Intercom, creating better triage, automation, documentation, routing, and escalation processes. Your work will help clinicians get faster, higher-quality support, while giving our Engineering and Medical Operations teams more time back.

This role is based in Stockholm and requires strong Swedish and English language skills. You will support clinicians in Sweden as well as other markets, including the UK.

What you will do

• Build an AI-enabled first line of support for clinicians, using Intercom and other tools to automate common questions and workflows.
• Own and improve our Intercom setup, including inbox structure, workflows, bots, macros, tagging, routing, and reporting.
• Create a clear triage and escalation system so support issues are prioritised and routed to the right team.
• Identify recurring support themes and turn them into automation, help centre content, playbooks, or product feedback.
• Work closely with Product & Engineering and Medical Operations teams to resolve issues and reduce manual support load.
• Build and maintain support documentation, internal guides, clinician-facing content, and troubleshooting workflows.
• Define when support should be automated, when a human should step in, and when issues should escape.
• Track support performance, including response times, resolution times, automation rate, escalation rate, and clinician satisfaction.

What you bring

• Experience in technical support, customer operations, support operations, product operations, or a similar role.
• Strong interest in AI and automation, with excitement about applying new tools to real operational problems.
• Experience working with Intercom or a similar customer support platform.
• A technical mindset: you can investigate issues, understand product behaviour, and work effectively with Product and Engineering.
• A systems mindset: you do not just want to answer the same question repeatedly; you want to build a better support system.
• Strong written and verbal communication skills in Swedish and English.
• Good judgement around when to automate, when to involve a human, and when to elevate.
• Comfort creating documentation, workflows, playbooks, and support processes from scratch.
• A strong customer focus and care for delivering a high-quality clinician experience.

Bonus points

• Experience building AI-powered or highly automated support workflows.
• Experience with Intercom Fin, Zendesk AI, Ada, Decagon, Sierra, ChatGPT-based workflows, or similar tools.
• Experience in healthcare, clinical operations, regulated products, or other safety-sensitive environments.
• Familiarity with support analytics, product feedback loops, bug reporting, or QA processes.
• Experience helping a support function move from manual and reactive to structured, scalable, and automated.

Location

This is a full-time role based in either Stockholm or London (with strong preference for Stockholm). The primary work will be conducted in person to collaborate, connect, and build our culture.

Benefits

• Competitive salary & company stock options
• 30 days/year of paid vacation
• 5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiatives
• Generous parental leave top-up for new parents
• Private medical insurance
• Mental health support through our partner Mindler
• Pension program
• Social and team-building activities (off-sites, after works, winter/summer parties)
• An opportunity to make a real positive impact in the world of healthcare
• Work with some of the best minds in AI, healthcare, and engineering.