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

The Customer Service Team Lead is responsible for the daily supervision and professional development of the support team. This role ensures that service level agreements (SLAs) are met, customer inquiries are handled with the highest quality, and the team operates at peak efficiency. You will balance “on-the-floor” leadership with administrative responsibilities, ensuring a seamless experience for both our customers and interpreter partners.

Key Responsibilities:

Team Leadership & Development

• Performance Management: Monitor individual and team performance against key metrics (CSAT, First Response Time, Resolution Rate).

• Coaching: Conduct regular 1:1s and side-by-side coaching sessions to improve agents’ soft skills and technical proficiency.

• Onboarding: Lead the training and integration of new hires, ensuring they are fully equipped to represent the DigitalTolk brand.

• Culture: Foster a professional, high-energy environment focused on customer obsession and accountability.

Operational Excellence

• Workforce Management: Assist in shift planning and real-time queue management to ensure consistent coverage during peak hours.

• Escalation Management: Act as the primary point of contact for complex customer or interpreter complaints, providing swift and professional resolutions.

• Quality Assurance (QA): Regularly audit tickets and call recordings to ensure compliance with company standards and legal requirements.

• Process Improvement: Identify bottlenecks in current workflows and propose data-driven solutions to the Head of Operations.

Cross-Functional Collaboration

• Feedback Loops: Work with Product and Quality teams to report recurring technical bugs or service gaps.

• Reporting: Prepare weekly and monthly reports on team performance, trends, and volume forecasts.