Lexplore is on an exciting journey, and we are now recruiting a maternity cover for Global Support Team Lead as a key member of our Experience team. We are on a quest to take our groundbreaking and award-winning Reading Development Service to all school organizations in the world. At Lexplore you will join a passionate team working for the mission of Making the world a better place, one reader at a time.

As Global Support Team Lead you are responsible for delivering proactive and timely support of Lexplore's service to customers worldwide. The main goal for you is to help our customers achieve their results using Lexplore. The job involves understanding and solving technical issues as well as being able to recommend to customers how to best work with Lexplore to achieve their goals.

We are looking for a team player who provides timely, pragmatic, and relevant solutions in a customer-friendly way. Who works proactively with colleagues across the organization to acquire expertise, document, and share knowledge.

Key Responsibilities:

• Operational:
  • Handling of customer queries in 1st, 2nd- and 3rd line support according to company SLA
  • Service Level Responsible
  • Raise bugs and tasks to dev in Azure.
  • Extract reports from Puzzel, analyze support tickets, and share insights with the rest of the organizations for customer feedback and insights
  • Activate and migrate customers to SIS integrations
• First point of contact with partners for SIS Integrations and SSO-login.
• Educate, train and support team members

• Provide insights about the customer when Sales and CS need it for customer conversations.

• Working with customers and colleagues to identify problems and advising on possible solutions
• Updating the knowledge base to better provide self-help for customers
• Ensure and maintain documentation from an investigation of more in-depth technical issues for internal know-how

• Ensure administration duties are completed accurately and within time

Skills and Experience:

• 3 + years of working in Customer Support with omnichannel support and Backoffice
• Thrives in a leading role with a coaching mentality
• Documented experience of leading a team and working towards Companies OKR’s
• Tech-driven and understand technical issues on a high-level
• Solution-oriented who analyzes and takes on technical issues in a structured way
• Communicative skills in customer- and business facing communication
• Experience in leading projects of implementing new processes and routines with great results
• Appreciate a day mixed with operational duty as well as high demand for administrative work and co-ordinating escalation of support issues.
• Excellent speaking and writing skills in Swedish and English, Norweigan is a bonus

Practical Information

Full-time, 40 hours per week, maternity leave cover during 2023

Start as soon as possible to cover 2023, and we interview until the role is filled.
Placement: Stockholm

Apply for the role and join us on our journey to create a better world, one reader at a time. If you think you don't tick all the boxes, we'd still love to hear from you. Nobody checks every box, and we are looking for someone excited to join the team.