Tandem Health
Technical Customer Support Lead - Stockholm or London
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Join Tandem Health – Build Monumental Change in Healthcare!
At Tandem Health, we’re transforming healthcare by putting clinicians first. Our platform—designed by clinicians, for clinicians—addresses real-world pain points with intuitive workflows that empower patient care.
We’re a fast-growing health-tech company backed by top investors, expanding globally. Speed, curiosity, and impact shape what we do. If you’re passionate about innovation and making a difference, we’d love to have you on our team!
About the Role
Tandem Health is scaling its technology to help clinicians work more effectively, safely, and sustainably. Currently, our clinician support relies heavily on manual responses through Intercom, but we’re looking to revolutionise this with AI-driven automation.
As the Technical Customer Support Lead, you’ll:
- Design and build an AI-powered first-line support system that reduces manual work while maintaining high clinician satisfaction.
- Own and optimise our Intercom platform, improving triage, automations, workflows, documentation, and escalation paths.
- Reduce burden on Engineering and Medical Operations by improving support efficiency.
- Drive insights from recurring support issues, turning them into automations, help centre content, and product improvements.
This Stockholm-based role (with strong Swedish and English language skills required) supports clinicians across Sweden and the UK.
Key Responsibilities
You will:
- Build an AI-enabled support system in Intercom to resolve common clinician queries without requiring manual intervention.
- Optimise Intercom’s architecture, including inbox structure, workflow automation, bots, macros, tagging, routing, and reporting.
- Create a robust triage and escalation system to ensure issues are prioritised, routed correctly, and resolved efficiently.
- Identify patterns in clinician support requests and automate repetitive tasks, expanding the help centre and improving playbooks.
- Collaborate closely with Product & Engineering to ** Troubleshoot technical issues** and reduce support workload.
- Develop documentation, internal guides, and clinician-facing content to enable self-service solutions.
- Determine the right balance between automation, human intervention, and escalation paths.
- Monitor performance metrics, including:
- Response times
- Resolution times
- Automation success rate
- Escalation frequency
- Clinician satisfaction
- Continuously improve support processes, shifting from manual and reactive to structured, scalable, and automated.
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What You Bring to the Table
We’re looking for technical support or operational professionals who:
- Have experience in support operations, technical customer service, product operations, or similar roles.
- Passionate about AI and automation, with enthusiasm for applying cutting-edge tools to operational challenges.
- Familiar with Intercom, Zendesk, chatbots, or customer support platforms.
- Technical mindset: Ability to troubleshoot challenges, understand product behaviour, and bridge gaps between support, engineering, and medical operations.
- Systems thinker: D offense not just repeat answers—build sustainable support structures.
- Excellent written and verbal communication, fluent in Swedish and English.
- Strong judgement for when to automate, when to involve a human, and when to escalate.
- Ability to create comprehensive documentation, workflows, and plans from scratch.
- Deep grassroots customer focus, driven by delivering a superior clinician experience.
Bonus Considerations
- Prior experience with AI-powered support solutions (e.g., chatbots, decision trees, haystack-based routing).
- Hands-on experience with tools like Intercom Fin, Zendesk AI, Ada AI, Decagon, Sierra, or ChatGPT-based workflows.
- Background in healthcare, clinical operations, regulated products, or safety-sensitive industries.
- Experience with support analytics, product feedback loops, bug reporting, or quality assurance.
- Track record of transforming a support function from manual to automated, scalable, and efficient.
Location & Schedule
This is a full-time position based in Stockholm (or London with Stockholm preference). Access to modern offices—though we also value adaptability—with a focus on collaboration, culture, and local presence.
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How to Apply
We conduct continuous recruitment, so apply with your CV in English.
Interview process:
- Screening with Talent Acquisition
- First Round with Head of Commercial Excellence
- CEO Interviews
- Working Day Experience – Spend a day in our Stockholm office to join teams, engage in collaborative sessions, and experience our culture.
Benefits
We take care of you and your career: ✅ Competitive salary + company stock options ✅ 30 days/year paid leave (including Swedish public holidays) ✅ 5,000 SEK Friskvårdsbidrag (wellness allowance) + 6,000 SEK annually for health-related initiatives ✅ Generous parental leave top-up for new parents ✅ Private Medical Insurance (for maintaining long-term health) ✅ Mental health support via Mindler ✅ Pension program (premium paid to complement local benefits) ✅ Team-building & social activities (off-sites, after-work events, seasonal gatherings) ✅ Impact – Join a mission-driven team shaping the future of healthcare ✅ Work with innovators in AI, healthcare, and engineering
Note: Benefits may evolve based on company growth and legal updates.
Culture at Tandem
We’re fast-moving, ambitious, and bold—high performers who challenge status quo and embrace risk to drive progress.
Our culture thrives on: ✨ Action & ownership – You’ll lead projects, make decisions, and own outcomes from day one. ✨ Diversity of thought – Welcome every voice, especially fresh perspectives that break conventions. ✨ Sustainable momentum – We connect globally but gather in person for team retreats. ✨ Growth through challenge – We support you while pushing you further, nurturing a team that wins together.
We’re hiring for talent, potential, and attitude—not just experience. Join us and help redesign healthcare.
Final Note
Since we handle sensitive patient data, we conduct background checks as part of the hiring process. Our commitment to clinical excellence and patient privacy goes hand-in-hand with our culture of innovation.
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Jessica, London
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