Customer Support Specialist

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 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! LOCATION We believe the best ideas happen when we’re together. This role is based in our vibrant HQ on Kungsgatan in the heart of Stockholm where you will work primarily from our office 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 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. CULTURE AT TANDEM At Tandem, we move fast, think big, and take ownership. We're a high-performing, diverse team with a shared drive to change the future of healthcare - and we’re just getting started. Our culture is built on action, ambition, and learning. You'll be trusted to take the lead, challenge yourself, and make an impact from day one. We believe real growth happens when you're stretched, supported, and surrounded by smart, passionate teammates who want to win together. Even though we’re spread across countries, we come together often in Sweden for team meetings, social events, and offsites - blending global reach with real human connection. We hire for talent, potential, and attitude - valuing different backgrounds and fresh perspectives. Great ideas come from everywhere, and we’re building a team that reflects the world we want to change. Tandem handles sensitive patient data and will conduct a background check before hiring any candidate.