Team Lead Support

Team Lead Support

Are you a results-driven and inspiring leader with technical skills and a passion for customer service? Do you want to lead and develop a support team in a dynamic and community-important environment? Then this role as a Team Lead Support with us at CGM might be something for you!

As Team Lead Support, you have the overall responsibility for the support team within CGM Sweden. You ensure effective support operations with a focus on high customer satisfaction, quality, and continuous improvement. You lead the team's daily work, develop processes, and work closely with both customers and internal teams.

Our support team is an important part of our delivery – we support customers within the entire e-health sector: regions, corporate health care, criminal health care, student health, and municipal care and laboratory operations. We offer support for our journal systems (TakeCare, CGM J4, PMO, and CGM@home) as well as our laboratory information system (ANALYTIX).

Support responsibilities include:

• Hands-on and technical support: We guide users through our products and systems, whether it's journal systems, implementation, or technical questions.
• Remote support: Our experts can quickly connect and solve problems directly in the customer's environment.
• Support via phone and email: Availability and clear communication are the keys to our work.

As a Team Lead, you help develop both the team and our working methods to continue delivering top-class support.

Your responsibilities:

• Ensure that the support delivery meets high quality and our customer agreements (SLA)
• Optimize the customer journey through improvement work and follow-up of key figures within the support operations
• Continuous improvement of processes and working methods in relation to AI strategies and cross-functional collaborations in line with CGM's management system
• Coach and support the team members in their daily work
• Have an active dialogue with internal stakeholders and convey customer feedback

Qualifications:

• Several years of experience in technical support, preferably within complex IT/e-health systems
• Experience in personnel responsibility and coaching teams
• Relevant post-secondary education, preferably in IT or systems science
• Fluent Swedish and English in speech and writing
• Good technical understanding and habit of working with process and quality follow-up

Personal qualities:

• You are results-oriented and have a clear leadership
• You are communicative, solution-oriented, and pedagogical
• You are motivated by improving customer experience and creating structure in a changing everyday life
• You thrive on combining technology, people, and customer benefit

We offer:

• The opportunity to work together with a committed team where everyone works towards the same goal – to contribute to better and more effective care.
• Complex and challenging tasks
• The opportunity to influence the future of healthcare
• A workplace in bright and modern premises in Solna
• Generous health care allowance and one health care hour per week
• The possibility of remote work one day a week
• The position is permanent, full-time, with an initial probationary period of 6 months
• Collective agreement

Application:

We handle applications on an ongoing basis, so please submit your application as soon as possible. Admission will take place by agreement. If you have questions about the position or the recruitment process, you are welcome to contact recruiter Karin Bogren at karin.bogren@partner.cgm.com.

Our recruitment process:

The first step is a shorter video call with our recruiter where we tell you more about the position and get to know you better. This is followed by interviews with your future boss and colleagues. If you proceed to the final stage of the process, we will ask for references and conduct a background check before offering you a job.

We look forward to getting to know you!