Nordics Support Operations Analyst

Job Title: Nordics Support Operations Analyst

Location: Lisbon, Portugal
Work Type: Hybrid / Onsite
Employment Type: Full-time

About the Role:

We are seeking an organized, detail-oriented, and proactive Nordics Support Operations Analyst to join our growing team in Lisbon. In this role, you will play a crucial part in ensuring the smooth and efficient delivery of support operations for our Nordic markets (Sweden, Norway, Denmark, Finland, and Iceland). You will analyze data, improve operational processes, and collaborate with cross-functional teams to enhance the customer experience and optimize support performance.

This position offers the flexibility of a hybrid working model, providing a balance between onsite and remote work to support your lifestyle.

Key Responsibilities:

• Analyze support operations data and generate insights to improve performance, efficiency, and customer satisfaction across the Nordics region

• Develop and track KPIs (Key Performance Indicators) to assess team performance and identify areas for improvement

• Collaborate with customer support, technical teams, and management to identify trends and resolve operational bottlenecks

• Assist in designing and implementing process improvements and automation initiatives to streamline support workflows

• Maintain accurate reporting of key support metrics and operational data for Nordic markets

• Provide training and guidance to support teams on operational best practices and tools

• Monitor customer feedback, identify recurring issues, and work with relevant teams to drive solutions

• Coordinate with stakeholders to ensure alignment and effective communication across different departments

• Assist with forecasting support volume, staffing, and resource allocation to ensure optimal service levels

• Manage escalations, analyze complex cases, and provide detailed reports to leadership

What You Bring:

• Fluent in English (spoken and written)

• Fluency in one or more Nordic languages (Swedish, Norwegian, Danish, Finnish, or Icelandic) is highly preferred

• 2+ years of experience in operations analysis, support operations, or a similar role

• Strong analytical skills and proficiency in data analysis tools (e.g., Excel, Google Sheets, Tableau, Power BI)

• Experience working with CRM tools (e.g., Zendesk, Salesforce, ServiceNow, etc.)

• Excellent problem-solving abilities and attention to detail

• Strong communication skills and ability to collaborate with cross-functional teams

• Knowledge of support processes, customer experience, and best practices

• Ability to thrive in a dynamic and fast-paced work environment

• Strong organizational skills and the ability to manage multiple tasks simultaneously

What We Offer:

• Competitive salary and performance-based incentives

• Flexible hybrid work model (split between remote and onsite work)

• Comprehensive health insurance and meal allowance

• Modern office space in Lisbon, conveniently located with great public transport access

• Career growth opportunities and professional development

• A multicultural, inclusive team environment

• Relocation support (if applicable)

Working Hours:

• Full-time: 40 hours/week

• Flexible working hours, with the occasional requirement for late shifts or weekends depending on business needs