Support Operations Architect

THE ROLE

As a Support Operations Architect, you will work directly with clients to analyse, improve, and help shape their support operations across people, processes, and systems.

This role is focused on creating structure in environments that are often complex, unclear, or evolving. You will identify operational challenges, design practical solutions, and help organisations implement more effective ways of working.

This is not a purely advisory role. You will take ownership of recommendations, collaborate closely with stakeholders, and support the transition from ideas into real operational improvements.

You will also contribute internally by helping refine FIXATE's own frameworks, standards, and operational methodologies.

RESPONSIBILITIES

SUPPORT OPERATIONS & PROCESS DESIGN

• Analyse client support operations, workflows, and systems
• Identify inefficiencies, operational gaps, and improvement opportunities
• Design scalable and practical support processes aligned with business needs
• Define operational structures, responsibilities, and support workflows

CLIENT COLLABORATION & CONSULTING

• Work directly with clients through workshops, discussions, and ongoing collaboration
• Guide operational discussions and support decision-making processes
• Challenge existing approaches constructively where improvements are needed
• Build trusted relationships with stakeholders across different organisations

SYSTEMS & OPERATIONAL IMPLEMENTATION

• Support the implementation and optimisation of support platforms
• Recommend improvements across systems such as Zendesk, ServiceNow, HubSpot, and similar tools
• Ensure operational improvements are practical, adopted, and sustainable
• Support teams during operational change and transformation initiatives

INTERNAL DEVELOPMENT & IMPROVEMENT

• Contribute to developing FIXATE frameworks and operational standards
• Support continuous improvement of internal methodologies and ways of working
• Collaborate with internal teams to ensure delivery aligns with operational design principles

WORKING SETUP

This role includes regular client interaction and occasional travel within the Nordics depending on operational needs.

We operate with an office-first approach, with the majority of working time expected to be spent from our Göteborg office. Flexibility is part of how we work, while maintaining strong collaboration and team presence.

SKILLS & EXPERIENCE

• Strong understanding of support operations and service delivery environments
• Experience working with support platforms such as Zendesk, ServiceNow, HubSpot, or similar systems
• Ability to analyse workflows, structures, and operational processes
• Excellent communication and stakeholder management skills
• Comfortable working in changing and sometimes undefined environments
• Strong problem-solving and structured thinking abilities
• Commercial awareness and understanding of operational business impact

IMPORTANT CHARACTERISTICS

We are looking for people who:

• Take ownership and drive initiatives independently
• Are comfortable challenging existing ways of working
• Have a practical and solution-focused mindset
• Communicate clearly and confidently
• Thrive in collaborative environments
• Focus on creating meaningful and sustainable improvements

WHAT WE OFFER

• Opportunity to shape support operations across multiple organisations
• Real influence on operational strategy and delivery
• Freedom to contribute ideas and improvements
• A collaborative and ambitious team culture
• Professional growth and development opportunities
• A role with meaningful impact across both clients and internal operations

At FIXATE, you will not just improve support operations - you will help define how modern support should work.

Locations Gothenburg Remote status Hybrid