Technical Customer Support Lead - Stockholm or London
Core
Build an AI-enabled, automated technical customer support function for clinicians using Intercom to improve response times and reduce manual load.
Role type
Technical Customer Support Lead (AI/Automation focus)
Builds
Automated support workflows, triage systems, and documentation for clinician-facing support
Domain
Health-tech / Clinical operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Technical support operations, Intercom platform expertise, AI/automation implementation, systems thinking, technical troubleshooting, process design
Preferred skills
Experience with AI-powered support tools (Fin, Zendesk AI, Ada, ChatGPT), healthcare domain knowledge, support analytics
Technologies
Intercom, AI automation tools, ChatGPT-based workflows
Responsibilities
Design and implement automated support workflows and bots in Intercom; Create triage and escalation protocols; Develop support documentation and playbooks; Collaborate with Product and Engineering to resolve recurring issues; Monitor support metrics (response time, automation rate, satisfaction)
Seniority
Mid-Senior, hands-on IC
