First Line Support Manager Within Ehealth

Team Manager For First Line Customer Support

Cambio is one of the Nordics' leading suppliers in e-health with a comprehensive offering for the entire health and care chain. Our e-health solutions support health care professionals in their daily work and offer patients safer and more easily accessible care. We are proud to be an important part of Swedish healthcare. We are growing continuously and now have about 1000 employees in several countries.

As Team Manager for First Line Customer Support, you will lead the daily operations of Cambio's first line support team. This team represents one of our most important strategic touchpoints with customers, and your mission is to ensure continuous service excellence—learning and improving with every customer interaction.

Cambio's primary objective is to deliver a high-quality customer experience, and your future team plays a critical role in delivering against our customer contracts, needs, and expectations. You will be part of owning the way of working for the area, tools, and to secure an effective governance to secure high-quality and efficient deliveries from the team. In this role you will report to the Head of Customer Support and you will apply improvement strategies developed in conjunction with major stakeholders from the Customer Delivery Division and deliver operational outputs to both our customers and internal stakeholders.

This role gives you the unique opportunity to be a part of an upscaling 24/7 support function within health care industries. You will join in a time where you will take an active part in the upscaling process including recruiting your own team, defining, setting internal KPIs/PIs and managing an outsourced partner for a part of first line support.

To feel comfortable and thrive in this role, you are someone who enjoys leading and coaching teams, with a genuine passion for helping people grow. You find energy in identifying improvements, solving problems under pressure, and adapting to changing priorities. You have an analytical mindset and enjoy turning data and reports into clear insights that help improve performance and customer experience. It will be an advantage if you bring proven leadership experience, ideally from a customer support environment.

At Cambio, we value initiative and personal growth. Our culture is built on Trust, Care, and Together values we believe are important to both our work and our people. It's important to us that you recognize and identify with these values.

Requirements

• 3+ years of experience in a contact center management role or equivalent university degree, preferable in business and/or management.
• Proven track record in managing multiple projects, competing priorities, and deadlines
• Experience of performance management and operational work force planning management
• Solid understanding of ITIL processes, ITSM tools and good understanding of contact center tools infrastructure (including integrations)
• Fluent in Swedish and English, both written and spoken

It's a bonus if you

• Experience of knowledge management and KCS
• Experience of managing larger teams

Additional information:

Place of employment: Stockholm

Scope: Full-time, hybrid work model (three days per week in-office)

Form of employment: Permanent employment, 6 months trial period

We review applications and conduct interviews on a rolling basis, so we encourage you to apply as soon as possible.

Welcome to a company where healthcare is improved every day. Here you will work with leading technology in a collaborative, trusting and empowering environment where your contribution will be appreciated and celebrated. In our caring culture you will have the opportunity to pursue different paths of professional growth. Seize the opportunity to do the most important work of your life.

A healthier tomorrow also means taking care of those who make it possible - explore our employee benefits.