Join Relesys and transform how support scales, bringing AI and operational excellence to the core of our customer experience! 🚀

We are looking for an ambitious Technical Support Lead to join our team on an exciting growth journey, where you will take ownership of how support operates and scales at Relesys. You will play a key role in ensuring a high-quality support experience while enabling our organisation to grow without scaling support linearly with it.

Our technical support function is at an inflection point. Ticket volume is increasing with customer growth, our knowledge base needs rebuilding, and customers expect faster and more transparent resolutions. Instead of adding more agents, we are rethinking how support works - making AI core to resolution and enabling customers to genuinely self-serve.

As our Technical Support Lead, you will lead this transformation. You will combine leadership with hands-on work, building AI-assisted workflows, scalable processes, and a modern support operating model. You will work closely with Product, Engineering, and IT to ensure support becomes a structured, data-driven, and scalable function embedded into our platform and organisation.

This is an exciting and transformative time to join Relesys, as we have entered a strategic partnership with the Private Equity fund Copilot Capital. The coming years will bring extensive growth and opportunities, offering you a unique chance to make a significant impact on both your career and how we support our customers globally.

Responsibilities

Your role will include, but will not be limited to:

• Lead and develop a small team of technical support specialists, ensuring strong performance and continuous growth

• Design and implement AI-assisted support workflows (agent-assist and customer-facing), driving meaningful and measurable ticket deflection

• Rebuild and own our knowledge base, turning it into a self-maintaining, structured system with clear ownership and quality standards

• Improve first-response and resolution times while strengthening transparency in customer communication

• Design and implement a scalable support operating model, including processes, tiering, and internal enablement

• Define, track, and improve key support metrics such as deflection rate, response times, CSAT, escalations, and repeat contacts

• Collaborate closely with Product, Engineering, and IT to resolve complex issues and improve product and support experience

• Establish best practices, workflows, and ways of working that ensure long-term scalability and operational excellence

Who are you?

• You have experience within technical or customer support, with leadership or team lead exposure

• You have a strong systems mindset and approach support as something to design and optimise - not just operate

• You are comfortable working hands-on with AI, automation, and workflow design

• You have a strong analytical mindset and experience working with performance metrics and reporting

• You take ownership and thrive in a role with broad scope and responsibility

• You are a clear and empathetic communicator, able to collaborate across Product, Engineering, and IT

• You are curious and proactive, with a continuous drive to improve how things work

• You have outstanding english communication skills both verbally and in writing🇬🇧

 Furthermore, it would be great, but not required, if you:

• Have experience with tools such as Freshdesk, Confluence, and Jira

• Have experience working in SaaS or enterprise support environments

• Have worked with AI or automation in support functions before

What do we offer?

• "Once in a lifetime" growth opportunity in an aspiring unicorn business that will 5x over the coming 4-5 years backed by the Private Equity fund, Copilot Capital 🚀

• Great level of responsibility from day one in a dynamic and international environment

• The opportunity to shape how support works at scale and make a real impact on customer experience

• Access to modern tools and technologies, including AI-driven solutions

• A collaborative and thriving office-first culture where team spirit and fun are at the heart of everything we do 🙌🏽

• Delicious lunch scheme with cake every Thursday

• Homemade buns every Wednesday made by our lovely Piccoline

• Free barista coffee, tea, and a fridge filled with soda ☕️

• Massage sessions every second Monday

• Our stylish Nordhavn office, just 100 meters from Orientkaj Metro, offers easy access to public transport and stunning ocean views

• Thriving Culture Club that plans Friday bars, running club, Tuesday fitness w. professional instructor, Wednesday bathing club, Summer parties, Christmas Parties and many other social events!

When do you start?

• We are looking for a colleague to start as soon as possible

• The starting date is flexible depending on when we find the right match

• Apply for the position by sending your CV through the Apply button

We can't wait to hear from you and meet our future colleague!

Who are we?

Relesys isn't just another SaaS company; we are a dynamic force revolutionizing communication and performance management platforms. Established in 2014, we set out on a mission to bridge the gap between HQ and non-desk workers, fostering a thriving workforce.

What value do we bring? People are the heartbeat of our client's business. When employees are thriving and successful, businesses flourish and retention rates increase. Relesys enables our clients to achieve this through an all-in-one app that streamlines communications, training, and daily operations into their own customized and ever-evolving app 📱

With clients such as Salling Group, COOP, Carlsberg, and Vestas - to name just a few - Relesys serves clients in 15 different countries, supporting them in 40 languages with 450,000 licenses across 20,000 stores and users in 100+ countries. We have a strong presence in the Nordics and EMEA, and we continue to increasingly attract clients from across the globe, as we are breaking into new, dynamic markets.

At Relesys, we're shaping the future for frontline workers across various industries: Retail, Hospitality, Production/Manufacturing, and Transportation – while having FUN, as our rule number one! Join us on this thrilling journey as we grow and venture into new horizons.

Our Culture

Building a world-class organization and culture is our highest priority. We believe in the talent of our people and in long-term collaborations where we value an informal yet highly professional culture. We always go 'the extra mile' for our colleagues and clients, but rule number one - Have fun! This rule is always at the forefront of our minds when we come to work, creating an environment that is filled with passion, energy, and inspiration. We are eager to see what exciting contributions you, as our new colleague, will bring, as we believe that each and every individual has a tremendous influence on the whole🌍