Customer Care Manager at Tobii

Om jobbet

Tobii is the global leader in eye tracking and a pioneer in attention computing. For more than 20 years, we have built technology that understands human attention and intent. Our solutions enable scientific breakthroughs, assistive communication, immersive gaming, safer training environments and the future of human machine interaction.

Our technology is used by thousands of companies, universities and research institutes around the world. Many of our customers operate at the frontier of behavioral science, neuroscience and human computer interaction. Headquartered in Stockholm, Tobii operates globally and is listed on Nasdaq Stockholm (TOBII).

We are now looking for a people driven and technically curious leader to take responsibility for our Global Customer Care organization and lead a distributed technical support team working close to both customers and engineering.

The Opportunity
In this role, you will lead a global technical support organization responsible for helping customers succeed with Tobii's hardware and software solutions after purchase.

Your team investigates technical issues, guides customers and resolves complex cases in close collaboration with Product Management, Engineering and Supply Operations.

You will manage a distributed team in Sweden, Japan, China and Korea, ensuring efficient case handling, clear ownership and strong collaboration across regions. A unique opportunity to lead a global support team while staying close to both the technology and the customers. Insights from your team help identify patterns, resolve complex issues and contribute to improving the next generation of Tobii products.

Your mission

• Lead and develop a global team delivering post sales technical support across hardware and software products

• Ensure cases are handled professionally, efficiently and with clear ownership from start to resolution

• Set goals for the team and team members and secure execution

• Provide onboarding, mentoring and coaching to team members

• Identify recurring issues and escalate them to Product Management and Engineering

• Coordinate support processes, action plans and ways of working across regions

• Remove obstacles for the team and ensure focus, efficiency and high service quality

• Act as the bridge between customer support and internal product development

• Represent the team toward management and ensure clear internal communication

We hope you have

• An academic background within Psychology, Neuroscience, Computer Science or a related field

• Experience leading a distributed team and building a collaborative environment

• Several years in customer-facing roles, ideally within technical or systems support

• Strong technical understanding and the ability to troubleshoot across hardware, firmware and software

• Experience collaborating with engineering teams to investigate technical issues

• Strong analytical and problem-solving skills

• Business level English in speaking and writing

Who are you?
You are a hands-on and collaborative leader who enjoys working where customers, technology, and product development intersect. You bring a strong sense of ownership and a succeed together mindset.

You are technically curious and enjoy diving into complex issues, identifying patterns and working with engineering and product teams to find the root cause.

As a leader, you stay close to the work and support your team in their daily cases. You create clarity, collaborate with stakeholders across the organization and ensure the team delivers efficient and high-quality technical support.

The recruitment process
Applications are reviewed on an ongoing basis. Please submit your application today, we look forward hearing from you!