Job Description

About DigitalTolk

We, DigitaltTolk, are an organisation and company that works to make an impact. Our purpose is to give a voice to those who don’t speak the local language; we arrange translators so that patients can get medical treatments in their new country and communicate with doctors. We arrange translators for crime victims so that they can get justice. Our job is to arrange interpreters through our platform for our customers.

Our end customers are hospitals, courts/lawyers, and municipalities who communicate with refugees and other people in need.

At DigitalTolk, we help thousands of people every day by breaking down language barriers. Our smart, tech-driven platform connects language professionals with customers across Sweden through a seamless matching system — it’s like Uber for interpretation and translation services.

We’ve been recognized with several prestigious awards, including:

• Super Gazelle 2021 – Dagens Industri

• Future Gazelle 2021 – Dagens Industri

• Best in Industry 2018 – Post and Telecom Authority

• Young Entrepreneur of the Year 2022

We are looking for a proactive and strategic Customer Service Team Lead to ensure the best onboarding experience a new joiner can have and a phenomenal recruitment that ensures consistent team performance. You will manage coach team members and collaborate cross-functionally to support company strategy. This role is critical for ensuring that the DigitalTolk has a consitent onboarding process and enable us to work as one unit to meet our vision. You'll coach and guide team members to perform at their best and help ensure optimal staffing and service delivery.

Key Responsibilities:

• Lead the Onboarding process to ensure efficient handling of customer interactions.

• Manage recruitment of CS agents

• Identify and implement process improvements to streamline workflows and boost efficiency.

• Monitor KPIs and agent productivity, ensuring high service standards.

• Coach team members and set development plans for individual growth.

• Collaborate with the Head of Customer Operations to maintain staffing levels and operational excellence.

• Foster a culture of motivation, performance, and customer-first thinking.

• Document clear and update Standard Operating Procedures (SOPs) across all support functions.

• Set up and maintain performance dashboards and operational analytics.

• Collaborate with product and other departments to ensure feedback loops and learning opportunities across functions.

• Contribute to organizational goals such as ISO readiness and strategic projects

• Ensure 100% compliance with the 'Customer Obsession Policy' through quarterly customer interaction planning.

• Serve as a cultural ambassador, aligning team actions with company strategy and communication.

• Conduct quarterly performance reviews

Qualifications:

• Minimum 1-3 years of experience in a customer service supervisory or team lead role.

• Experience managing teams and meeting customer-facing KPIs.

• Strong organizational and planning skills.

• Excellent interpersonal and coaching abilities.

• Proficiency in both Swedish and English; additional languages are a plus.

• Ability to work in a dynamic, multicultural environment with changing priorities.

Preferred Skills:

• Knowledge of interpreter or language service operations.

• Experience in tools and systems for customer service, workforce scheduling, or CRM platforms.

• Strong written and verbal communication skills.

• A collaborative mindset and strong leadership presence.