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
  

Customer Service Team Lead

Are you a people-focused leader with a passion for customer experience, team development, and operational excellence? We are looking for a Customer Service Team Lead to join DigitalTolk and play a key role in shaping a high-performing, customer-first support function.

In this role, you will lead the onboarding experience for new hires, coach and develop team members, and work closely with cross-functional stakeholders to continuously improve workflows and service delivery. You will be an important partner to the Head of Customer Operations in ensuring the team is well-staffed, motivated, and equipped to deliver an outstanding experience to both customers and interpreters.

Key Responsibilities

• Lead the recruitment of Customer Service agents and own the onboarding process for new hires.

• Partner with the Head of Customer Operations to maintain appropriate staffing levels and support operational excellence.

• Coach, support, and develop team members through regular feedback, performance follow-ups, and individual development plans.

• Conduct performance and development reviews for the Customer Service team.

• Identify and implement process improvements to streamline workflows and increase efficiency.

• Collaborate cross-functionally with Operations, Quality, and Product/Tooling teams to improve ways of working and strengthen feedback loops.

• Foster a motivated, high-performing, and customer-first team culture.

• Ensure the team consistently applies DigitalTolk’s Customer Obsession principles through coaching, follow-up, and quality-focused ways of working.

• Act as a role model for company values and help translate company strategy into clear team priorities and actions.
  

Qualifications

• At least 2 years of experience in a customer service supervisory or team lead role.

• Experience leading teams and delivering on customer-facing KPIs.

• Strong organizational, planning, and problem-solving skills.

• Excellent interpersonal, communication, and coaching abilities.

• Professional proficiency in both Swedish and English; additional languages are a plus.

• Ability to thrive in a fast-paced, multicultural environment with changing priorities.
  

Preferred Skills

• Experience from interpreter services, language services, or other service-oriented operations.

• Familiarity with customer service tools, workforce scheduling systems, or CRM platforms.

• Strong written and verbal communication skills.

• A collaborative mindset and confident leadership presence.
  

Location

This role is based in our Stockholm (Slussen) office. The position is office-based full-time during the first 6 months, with the option to work from home 1–2 days per week thereafter.

Why Join DigitalTolk?

At DigitalTolk, you will have the opportunity to make a real impact on both team performance and customer experience. You will join a collaborative and purpose-driven environment where your leadership, ideas, and initiative will help shape how we work and grow.