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Senior Customer Support Advisor

21 hours ago

Stockholm, Stockholm, Sweden Quinyx Full time

Ever wondered what happens when happy employees meet a happy business? At Quinyx, we're busy proving that magic every day. We build smart, user-friendly Workforce Management tools that make work smoother for almost a million people worldwide — and we have a lot of fun doing it. Join our global crew of 40+ nationalities, dive into new ideas, enjoy a fika (or three), and help us make work life better for millions. Ready to jump in?

About the role

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.

This role requires native-level fluency in Swedish and English.

We would like our new colleague to come into the office at least two days per week.

A glimpse of a typical week

You might start your day helping a customer understand why their payroll preview looks off after a rule change, jumping into logs, testing scenarios, and guiding them to the fix. Later in the week, you join a handover call for a new customer to walk them through how support works and what they can expect. An escalation pops up that needs your senior eyes, so you investigate the behaviour, align with Second Line or R&D, and keep the customer updated.

You'll also spend time coaching a junior advisor through a tricky scheduling question or leading a small improvement task that strengthens how our team works.

What you'll bring to the team

  • 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

What you'll bring to the team

  • A 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

The WOW-factor

  • 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

Why you'll thrive here

You'll be trusted to take ownership of your cases, drive investigations forward, and use your own judgment to identify next steps. We don't work with scripts, we work with expertise.

  • Close collaboration with R&D, Product, and Second Line.

  • Flexible work hours, enhanced vacation allowance, wellness benefits, and home office support.

  • Professional development contributions, virtual yoga classes, and our legendary annual ping-pong tournament.

Why Quinyx?

Quinyx is a leading workforce management platform, helping businesses simplify scheduling, optimise staffing, and engage their frontline teams. We empower organisations across the globe—ranging from retail and hospitality to logistics and healthcare—with smart, mobile-first solutions.

At Quinyx, you'll find:

  • A truly international team with colleagues from all over the world

  • A flexible and hybrid-friendly work culture

  • Opportunities to grow, take ownership, and make a real impact

  • An open, inclusive, and fun environment where your ideas matter

What we offer

  • Flexible work hours and a hybrid setup with at least 2 days from the office.

  • Enhanced vacation allowance, gym membership contribution, health insurance and a pension plan.

  • On-market pay.

How to apply & Our process

Ready to join the team? Submit your application below, and we'll be in touch as soon as possible. We're excited to hear from you What our hiring process looks like:

  1. Fill out a short application.

  2. Get invited to complete our psychometric and objective assessments through Alva Labs.

  3. Culture call with our Talent team.

  4. Meet the hiring manager.

  5. Complete a role-specific assessment.

  6. Final interview (in-office).

  7. References & background checks.

Quinyx is an equal opportunity employer

We celebrate diversity and are committed to creating an inclusive environment for all employees—no matter your background, identity, or experience.

Happy Workforce, Happy Business