Job Description

About DigitalTolk

At DigitalTolk, we break down language barriers and help thousands of people every day. Our purpose is to give a voice to those who do not speak the local language, making it easier for people to access essential services and be understood when it matters most.

Through our platform, we connect professional interpreters and translators with customers across Sweden in a smart and seamless way. Our customers include hospitals, courts, law firms, and municipalities that support refugees and other individuals in need of language assistance.

The impact of our work is real. We help patients communicate with healthcare professionals and access medical treatment in a new country. We help crime victims make their voices heard and access justice. Every assignment we coordinate contributes to a more accessible and inclusive society.

As a tech-driven company, we combine purpose with innovation to deliver a smooth and reliable matching experience for both customers and language professionals.

We are also proud to have been recognized with several prestigious awards, including:

• Super Gazelle 2021 – Dagens Industri
• Future Gazelle 2021 – Dagens Industri
• Best in Industry 2018 – Swedish Post and Telecom Authority

Young Entrepreneur of the Year 2022

Step into your first real leadership role: This is a chance to grow from doing great work yourself to bringing out the best in others. As a Customer Service Team Lead, you'll guide a small team of agents, sharpen your leadership craft with real support behind you, and see the direct impact of your work every single day. It's a genuine springboard, a role designed to launch you toward senior CS leadership and beyond.

Why it matters At DigitalTolk: We're more than a language service provider. Interpretation is the bridge that lets people be understood when it matters most: a patient speaking with a doctor, a crime victim seeking justice, a family finding their footing in a new country. We exist so that every voice is heard. Your team is on the front line of that promise, and you'll be the person who keeps them confident, supported, and proud of the service they deliver.

What you'll do

• Lead and develop your team
• Coach a team of around five agents through regular 1-on-1s and warm, in-the-moment feedback that helps them grow.
• Onboard and train new joiners so they feel confident, capable, and part of the team from day one.
• Nurture a positive, accountable culture where people genuinely support one another and close the loop on every customer.
• Keep service running smoothly
• Plan staffing and coverage so the team is well-resourced across all our operating hours, and steer the queue in real time when things get busy. (You'll own the schedule — you won't be working night shifts yourself.)
• Be the calm, capable point of escalation for complex customer or interpreter issues, turning frustrated moments into loyal relationships.
• Run quality checks on calls and tickets, and coach based on what you find.
• Spot bottlenecks and bring practical ideas for making things better.
• Share insight
• Flag recurring product or service issues to the teams who can fix them.
• Report on your team's performance, trends, and volumes.

What we're looking for

• Minimum 2 years of customer service experience, ideally with some experience leading, mentoring, or coordinating others.
• A natural coach who gives clear, encouraging feedback and lifts the people around them.
• Strong organizational and problem-solving skills, and a steady head when the pace picks up.
• Professional proficiency in Swedish and English.

Nice to have

• Background in interpreter, language, or other service operations.
• Familiarity with CRM, ticketing, or scheduling tools.

Don't meet every point? Apply anyway. We care about your potential, attitude, and drive just as much as a checklist, and the right person can grow into the rest.

Location Based in our Stockholm (Slussen) office, side by side with the team you'll lead.

Why join us

You'll join a purpose-driven, fast-growing company: a place for people who want to make a real difference and aren't afraid to challenge an industry that's stood still for too long. Here, your ideas and initiative genuinely shape how we work, and there's a clear, exciting path to grow from this role into whatever comes next.

Apply for the position using the following link only:

https://talent.digitaltolk.com/candidate/jobs/customer-service-team-lead