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Quinyx Logo Quinyx · Customer Service

Senior 1st Line Customer Support Advisor

Sweden, Stockholm · Job Posted January 21, 2026
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Job Description

As a Senior 1st Line Customer Support Advisor, you’ll be one of the go-to people in our First Line team. You’ll handle a mix of functional and technical questions, take on more complex cases, support your colleagues, and represent Support in selected customer and internal meetings. You’ll work closely with Second Line, R&D, Product, and Customer Experience teams to ensure our customers get high-quality, efficient support. In this role, you’ll play a key part in strengthening the quality of our customer experience and helping shape how our First Line team grows and develops.

Job Responsibility

  • Providing first-line support to international customers via phone and email
  • Troubleshooting across scheduling, payroll logic, APIs, integrations, and AI-powered features
  • Handling trickier cases requiring deeper product knowledge
  • Acting as a point of escalation and supporting incident handling when needed
  • Coaching and supporting more junior advisors and helping onboard new hires
  • Representing Support in handover or escalation meetings
  • Taking ownership of specific improvement projects within Customer Support
  • Reporting and following up on defects, collaborating closely with R&D and Second Line

Requirements

  • Native-level fluency in Swedish and English
  • Strong service mindset with an analytical approach
  • Proven success in a technical or SaaS support role
  • Confidence in handling both functional and technical questions
  • Clear and structured communication
  • A humble, people-focused attitude and willingness to share knowledge
  • Ability to coach others, manage escalations, and confidently represent Support in meetings

Nice to have

  • Experience with SaaS/tech support, ideally within Workforce Management or similar domains
  • Basic understanding of APIs, request/response patterns, or integrations
  • A strong personal interest in troubleshooting, product logic, or system behaviour

What we offer

  • Flexible work hours
  • Enhanced vacation allowance
  • Wellness benefits
  • Home office support
  • Professional development contributions
  • Virtual yoga classes
  • Gym membership contribution
  • Health insurance
  • Pension plan
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