Support Triage Manager

Join our dynamic team at SignUp Software, a leader in Microsoft Dynamics solutions, known for our innovative AP automation tool, ExFlow. As pioneers in invoice process automation, we help businesses around the world streamline their workflows and enhance operational efficiency. With a strong reputation for expertise, a collaborative work environment, and exciting growth opportunities, we offer an inspiring space for you to contribute to cutting-edge solutions and advance your career in tech. 

About the role

As Support Triage Manager – EMEA, you'll lead our 1st Line Support and own overall throughput. You'll focus on driving workflow efficiency, ensuring ticket quality, empowering agents and customers, and keeping support metrics on track. You'll also play a key role in shaping customer-centric processes, improving data quality, managing escalations, and collaborating with engineering to balance workloads effectively.

This role offers strong potential for growth and is expected to evolve into a broader support leadership position.

Responsibilities

• Ownership of 1st Line & ensuring workflow efficiency, ticket quality, enablement & SLA adherence
• Support CSAT activities, contribute to customer centric processes & drive data quality/categorization.
• Ownership of escalation and workload/throughput balancing
• Act as an internal customer advocate, working with teams to address any product-related challenges.
• Manage daily incident handovers to other global regions
• Monitor customer CSAT and health, addressing any risks of churn and implementing strategies to improve retention.
• Ensure CRM data quality for assigned customers
• Collaborate closely with the Customer Experience Manager and Sr. Director of Global customer care to ensure a seamless customer experience.

What we are looking for

• Higher professional education (MBO) level or equivalent.
• 3-5 years of relevant experience in a customer support team lead role or similar
• Strong affinity with IT, ideally within ERP systems.
• Fluent in English, oral and written

Additional qualifications that would be a plus: 

• Experience with D365FO or similar ERP systems.
• Familiarity with customer success principles.
• Other Nordic languages

We're seeking a Support Triage Manager with a customer-first mindset and the ability to make clear, confident decisions in fast-moving situations. You thrive on prioritizing and coordinating tasks efficiently, ensuring the right focus at the right time. Collaboration is second nature to you, whether working across teams, functions, or geographies — and you bring a proactive approach to every challenge. Most importantly, you have a genuine curiosity for understanding customer needs and pain points, enabling you to provide effective solutions both at scale and on an individual ticket level.

What we can offer you

• Competitive salary
• Hybrid working environment with the option to work remotely several days per week
• International team with a supportive and collaborative culture
• Clear path for growth in a fast-scaling global business
• Opportunity to shape a brand-new function in the company
• Health insurance & company pension contributions
• The latest tools and tech to help you succeed
• 30 days paid vacation per year

We encourage you to apply even if you don't meet all the listed requirements. Research shows that individuals from underrepresented groups, including women, often hesitate to apply unless they meet every qualification. At SignUp Software, we value diverse perspectives and experiences.

Practical information

Start: As soon as we find the right match

Extent: Full-time

Location: Stockholm, Solna

Apply today by submitting your CV and/or your LinkedIn profile using the application form below. We screen applications continuously and may hire someone before the last application date.

About us

At SignUp Software, we're not just developing software—we're transforming how finance teams work. Founded in Sweden and now a global leader in financial process automation, our award-winning solution ExFlow is trusted by over 1,200 customers in more than 60 countries.

Built natively into Microsoft Dynamics 365, ExFlow empowers finance departments to streamline accounts payable, accounts receivable, and other critical workflows with speed, accuracy, and insight. We're also expanding fast—across Europe, North America, APAC, and beyond—with the backing of leading private equity firm Insight Partners.