Senior Customer Support Specialist

At Two, we’re transforming the world of B2B commerce by reinventing how businesses pay and get paid. Our mission is to bring the

speed, simplicity, and customer experience of B2C e-commerce into the B2B space, removing friction from business transactions and

unlocking growth for merchants and buyers alike.

Backed by top-tier investors including Sequoia Capital, Shine, LocalGlobe, Antler, and some of the world’s most respected fintech

angels, we’ve raised over €50 million in equity to date. And we’re just getting started!

We’re a diverse, ambitious team that values curiosity, impact, and ownership. Join us at Two and help shape the future of B2B

payments!

This is a critical, high-impact role designed for an experienced, high-achieving support professional ready to be a principal

expert and bar raiser within our global Customer Support team.

You won't just close tickets; you will take extreme ownership of the most complex, high-value B2B payment issues for our key

Swedish merchants. Your success will be measured not only by customer satisfaction but by your ability to resolve issues

completely, improve processes, and significantly elevate the performance standards of the entire team.

• Operational Expert for Key Merchants: Serve as the go-to person for all BAU servicing activities for key Swedish merchants.

This includes onboarding service teams to new processes, training them on Two's platform, and setting up collaborative

processes to continuously improve servicing quality and efficiency.

• Extreme Ownership of Complex Cases: Handle Tier 2 escalations and complex B2B financial and technical inquiries from our

Swedish merchant base via chat and email, owning the issue from the first contact to definitive resolution.

• Customer Empathy and Communication: Provide clear, concise, and professional communication in both Swedish and English, turning

emotionally charged or difficult customer situations into positive, brand-defining experiences.

• Cross-Functional Collaboration: Act as the primary bridge between the Swedish customer base, Operations, Product, and

Engineering teams to diagnose platform issues, suggest technical fixes, and ensure permanent resolution of recurring bugs.

• Drive Process Improvement: Proactively identify gaps in internal processes, product functionality, or documentation, and take

the initiative to implement or lead the creation of solutions (e.g., new SOPs, automation ideas).

• Team Elevation: Serve as a subject matter expert and mentor to junior agents, contributing to the knowledge base and setting

the benchmark for troubleshooting and resolution quality across the team.

• Experience: Minimum 2 years of experience in a customer support role, or alternatively, a highly motivated graduate who can

demonstrate the aptitude and ability to handle this complex support role.

• Ownership Mentality: Documented history of taking accountability for issues outside of standard scope and seeing them through

to the end.

• Experience in fintech or tech: Advanced troubleshooting skills and strong foundational knowledge in Fintech, SaaS, or B2B

payment processing environments.

• Challenge Yourself: We offer a challenging environment designed for high-performers who are motivated by solving problems that

others can’t.