Support Lead

1 week ago

Oslo, Oslo County, Norway Businesspeople Bemanning & Rekruttering Full time 450,000 - 1,350,000 per year

Kindly
is a growing tech company of 70+ employees, working out of Oslo, Stockholm, Copenhagen, and Amsterdam. We create chatbot solutions for businesses, particularly in the B2C sector. We have over 150 incredible clients that include Norwegian Airlines, Voi, , Kahoot, TV4, and Tele2, just to name a few. Our tech reaches over one million users every month and we handle thousands of messages every hour.

We believe that one of the key factors for success in a job is enjoying your workplace. At Kindly, we all work towards common goals, and everyone wants the best for each other. We want you to have fun at work That's why it's important for us that when we hire new people, they share this philosophy.

We are now seeking a
Customer Support Lead
to take operational ownership of our customer support function. In this role, you will be the
primary point of contact for our customers
, ensuring timely, accurate, and high-quality support.

Who we think you are:

We're looking for a proactive and tech-curious person who enjoys solving problems and engaging with customers.
This could be your first job after completing a bachelor's degree in IT
, and we believe you:

  • Communicate well in English and either Norwegian or Swedish, both written and spoken – our customers are business clients, so professionalism and clarity are key.
  • Learn quickly and take initiative to find solutions.
  • Have an interest in IT technology and how we can support customers across various industries.
  • Are confident, independent, and thrive with responsibility.

What you will do:

You'll step into an established structure with routines, automations, and procedures, and take responsibility for:

  • Responding to technical customer inquiries via email using our CRM system, HubSpot. These may involve questions about generative AI, flow optimization, bug escalation, and general technical platform issues. This often requires testing, investigation, or contacting other technical vendors used by the customer.
  • Escalating, coordinating, and following up on cases with various internal teams (Product, Integrations, and Customer Success).
  • Organizing and leading technical customer meetings for more complex cases that originate in support.
  • Participating in weekly meetings with the SDK team (Android and iOS developers), following up on issues and coordinating efforts.
  • Tracking relevant data and working toward our KPIs.
  • Improving our Help Center and contributing to knowledge sharing.
  • Identifying churn patterns and reporting on them through established routines.
  • Detecting business needs expressed through support and following up accordingly.
  • Being on-call in case of critical incidents outside regular working hours. (Happens rarely)

Why join Kindly?

Kindly offers an inclusive and creative work environment built on trust and responsibility, with great opportunities for career development. You'll be part of a dedicated team that values curiosity, collaboration, and learning. With us, the path from idea to action is short, and we create innovative solutions that both we and our customers are proud of.

We're located in modern offices in downtown Oslo.

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