Customer Support Specialist

About the Role

You'll play a key role in helping Tandem Health transform healthcare through technology. As the first point of contact for our Swedish customers, you'll make sure they feel supported, confident, and empowered to get the most out of Tandem - helping them overcome challenges quickly so they can focus on what matters most.

You'll own first-line support through Intercom, tackling everything from everyday questions to technical troubleshooting. You'll spot recurring issues, identify opportunities to improve the customer experience, and work closely with our Technical and Medical Operations teams to resolve more complex challenges.

Your insights will help us continuously improve both our product and the way we support our customers.

This is a hands-on role for someone who loves solving problems and making a real difference. You're naturally curious, tech-savvy, and resourceful, with the initiative to figure things out and the judgement to know when to bring others in.

What You Will Do

• Own first-line support in Sweden. Handle incoming questions and issues through Intercom, respond promptly, and make sure users feel heard and helped.

• Troubleshoot technical problems. Investigate issues, reproduce problems where possible, and guide users through practical solutions.

• Triage and escalate effectively. Recognise what you can solve yourself, what needs engineering support, and what should be escalated to Medical Operations, providing clear context so issues can be resolved efficiently.

• Deliver excellent customer experiences. Communicate clearly, patiently, and confidently with busy healthcare professionals.

• Take ownership. Follow issues through to resolution, keep users informed, and make sure nothing falls between the cracks.

• Spot patterns and improve the product. Identify recurring questions, bugs, and friction points, so that we can turn individual support conversations into actionable feedback for the wider team.

• Help us scale. Improve FAQs, support documentation, workflows, and internal processes as our user base grows.

What You Bring

• You genuinely enjoy technology. You like understanding how products work, figuring out what's gone wrong, and helping others use technology with confidence.

• You care about customer support. You get real satisfaction from solving problems and making someone's day easier. You understand that great support is about both the solution and the experience.

• You're sharp and practical. You can separate signal from noise, ask the right questions, prioritise sensibly, and make good decisions under pressure.

• You take ownership. You don't just pass problems along. You investigate, document what you've found, involve the right people, and follow up.

• You're technically confident. You can follow troubleshooting steps, understand software behavior, describe bugs clearly, and learn new tools quickly.

• You communicate exceptionally well. You write clear, concise messages in Swedish and English and can explain technical concepts to people with different levels of technical confidence.

• You bring energy and discipline. You're proactive, organised, and consistent. You can handle a busy support queue without sacrificing quality or attention to detail.

Experience working with Intercom in a technical customer support, SaaS support, IT helpdesk, or another technology-focused customer-facing role is a plus!

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 to stay healthy

• 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.

We review our benefits packages on a regular basis and might modify our benefits from time to time.