Senior Customer Support Specialist
- Compensation
- Not disclosed
- Location
- Stockholm, SE
- Work setup
- Onsite
- Seniority
- Senior
- Employment
- Full time
- Experience
- 2+ years
- Category
- Support
- Posted
Skills
Must have
- Experience: Minimum 2 years of experience in a customer support role, or alternatively, a highly motivated graduate who can demonstrate the aptitude and ability to handle this complex support role.
- Language Fluency: Native or full professional fluency in Swedish (written and spoken) and Expert English (written and spoken).
- Ownership Mentality: Documented history of taking accountability for issues outside of standard scope and seeing them through to the end.
- Experience in fintech or tech: Advanced troubleshooting skills and strong foundational knowledge in Fintech, SaaS, or B2B payment processing environments.
- Tools: Expert proficiency with CRM and ticketing systems (e.g., Zendesk, Intercom).
Nice to have
- Experience: At least 1 year in a Senior, Tier 2, or Escalation-focused capacity.
- Nordic Language Skill: Professional working proficiency (written and spoken) in Finnish or Norwegian.
- Industry Background: Direct experience with B2B e-commerce, merchant account management, or complex credit/invoicing systems.
- Impact: Prior experience in a high-growth startup, showing adaptability and resourcefulness.
Full description
About Two
At Two, we’re transforming the world of B2B commerce by reinventing how businesses pay and get paid. Our mission is to bring the speed, simplicity, and customer experience of B2C e-commerce into the B2B space, removing friction from business transactions and unlocking growth for merchants and buyers alike.
Backed by top-tier investors including Sequoia Capital, Shine, LocalGlobe, Antler, and some of the world’s most respected fintech angels, we’ve raised over €50 million in equity to date. And we’re just getting started!
We’re a diverse, ambitious team that values curiosity, impact, and ownership. Join us at Two and help shape the future of B2B payments!
About the Role:
This is a critical, high-impact role designed for an experienced, high-achieving support professional ready to be a principal expert and bar raiser within our global Customer Support team.
You won't just close tickets; you will take extreme ownership of the most complex, high-value B2B payment issues for our key Swedish merchants. Your success will be measured not only by customer satisfaction but by your ability to resolve issues completely, improve processes, and significantly elevate the performance standards of the entire team.
If you possess a go beyond mentality and are looking for a platform where your expertise can drive genuine change, this is it.
Key Responsibilities
- Operational Expert for Key Merchants: Serve as the go-to person for all BAU servicing activities for key Swedish merchants. This includes onboarding service teams to new processes, training them on Two's platform, and setting up collaborative processes to continuously improve servicing quality and efficiency.
- Extreme Ownership of Complex Cases: Handle Tier 2 escalations and complex B2B financial and technical inquiries from our Swedish merchant base via chat and email, owning the issue from the first contact to definitive resolution.
- Customer Empathy and Communication: Provide clear, concise, and professional communication in both Swedish and English, turning emotionally charged or difficult customer situations into positive, brand-defining experiences.
- Cross-Functional Collaboration: Act as the primary bridge between the Swedish customer base, Operations, Product, and Engineering teams to diagnose platform issues, suggest technical fixes, and ensure permanent resolution of recurring bugs.
- Drive Process Improvement: Proactively identify gaps in internal processes, product functionality, or documentation, and take the initiative to implement or lead the creation of solutions (e.g., new SOPs, automation ideas).
- Team Elevation: Serve as a subject matter expert and mentor to junior agents, contributing to the knowledge base and setting the benchmark for troubleshooting and resolution quality across the team.