Member Support Lead to Bruce Studios

Om jobbet

Bruce Studios is on a mission to redefine how people train, recover, and feel good - every day.

With thousands of members across the Nordics, our app is at the heart of our offering. When something doesn't work, when questions pop up, or when members need help - support is where trust is built.

We're now looking for a Member Support Lead who loves being close to the members and potential members, thrives in complex support environments, and is ready to take the next step into a lead role. The role sits in our Support team in Stockholm, Hötorget, and reports to the COO.

This is a temporary position for approx. 1 year, from May 2026 to August 2027, while our current Member Support Lead is on leave for studies.

Your mission

Your main mission is simple but critical: make sure our members get fast, helpful and high-quality support, every single day.

You'll be deeply hands-on in member support through Intercom, while also owning and developing how we work with support. That means improving workflows, combining human support with smart AI solutions, and helping us scale without losing quality or empathy.

This role is perfect for someone who's worked with member/customer support before, enjoys solving complex issues, and is curious about stepping into a lead role with a lot of responsibility.

What you'll do

• Be hands-on in member support, handling first-line inquiries in Intercom across Sweden, Norway and Denmark
• Support members with memberships, payments, app usage and daily issues, and make sure they feel heard and helped
• Act as the escalation point for complex and high-impact member cases, setting principles for edge cases and supporting the team in resolving the most challenging situations
• Identify patterns, recurring issues and bugs in the app, and proactively report insights to Product, Growth and Tech
• Lead, coach and support the member support team, setting clear standards for quality, tone and efficiency
• Develop and improve support workflows, documentation and ways of working to handle high complexity and peak volumes
• Work actively with automation and AI-driven support (e.g. Intercom FIN), continuously improving what should be automated vs handled by humans
• Monitor and improve key support metrics such as CSAT, response times and Trustpilot ratings
• Collaborate closely with Product, Tech, Sales and Marketing to improve the overall member experience
• Plan staffing and scheduling for the support team to ensure high quality and cost efficiency
• Provide regular insights and reports to the COO based on support data and member feedback
• Support the COO in work related to policies and Terms & Conditions when needed

What we want you to bring

• Previous experience from member or customer support (B2C) in a digital product or app-based environment
• Strong experience working hands-on in support tools like Intercom (or similar)
• Experience from building, leading or contributing to strong, high-performing support or customer service teams
• Experience handling complex support cases with many dependencies
• A clear interest in developing processes, structure and quality in support
• Experience working with automation and AI-based support solutions is a big plus
• You're fluent in English and at least one Scandinavian language

As a person, you are service-minded at heart and genuinely care about helping users have a great experience. You're comfortable solving problems, digging into issues and finding root causes rather than quick fixes. You're naturally curious and quick to spot patterns, inefficiencies or things that don't work, and you're not afraid to question them. You have a natural ability to create engagement, energy and motivation in a team, and you enjoy bringing people together around shared goals. You stay structured, calm and reliable even when things get busy, and you're excited about taking ownership and stepping into a lead role where you can help shape better ways of workin g.

Our values at Bruce Studios

At Bruce Studios, our values guide everything we do-from how we work together to how we engage with our community.

• Own it - We take responsibility, make decisions, and follow through. We're proactive, honest, and always learning from our mistakes.
• Be engaged - We're all in. We respect each other's time, stay curious, and
  continuously strive to improve.
• Be real - Authenticity is key. We communicate openly, support each other, and create a safe space where everyone can be themselves.
• Be adaptable - Change is constant, and we embrace it. We find solutions, stay flexible, and innovate together.
• Be bold - We challenge the status quo, take risks, and push boundaries while treatingeach other with kindness and respect.

Want to be part of a team that lives these values every day? Apply now.

What we offer you

• The opportunity to grow as a leader in a high-complexity support environment
• Fully renovated top-floor office with terrace, ideally located in central Stockholm
• 30 days of vacation
• Pension benefits
• Hybrid work setup with three office days per week
• A welcoming company culture and supportive team
• A Bruce Epic membership (yes, you get to workout too!)

How to apply

Does this role sound like the right fit for you? Great - we'd love to hear from you!

Apply directly via Teamtailor by uploading your CV (in English or Swedish) and adding a short personal note about why you're excited about this opportunity and how you'd contribute to the team.

We value a diverse and inclusive workplace, and we warmly welcome applicants of all gender identities, ages, backgrounds, and abilities.

Department Support Team Locations Bruce Studios Sweden Remote status Hybrid