Are you ready to lead a dynamic, multicultural team, driving technical excellence and outstanding customer service for a global SaaS platform? Do you thrive in an environment where your leadership, process improvement, and technical expertise make a daily impact? If so, the Team Lead 2nd Line Support role at Pagero could be your next great career move!
As a Team Lead 2nd Line Support – Pagero, you’ll be at the heart of our 2nd Line Support function, managing and developing a team based primarily in Gothenburg, Sweden, with additional colleagues in Madrid, Spain. Your focus will be on ensuring seamless daily operations, maintaining an exceptional customer experience, and fostering a culture that reflects the best of both Pagero and Thomson Reuters’ values: collaboration, integrity, innovation, and respect. While a technical background is helpful, your leadership skills and ability to guide your team through complex challenges and ongoing improvements will be most critical to your success.
Pagero has recently joined Thomson Reuters. Together, we are building the world’s largest, open business network. With our cloud-based network, customers can reach any business, anywhere in the world – no matter how many borders their operations may cross. We take care of the technical and regulatory requirements across the entire order-to-cash, purchase-to-pay and freight processes, to give customers data accuracy and security, transparency, and real-time visibility. All this through a single connection.
About the Role
In this opportunity as Team Lead 2nd Line Support, you will:
- Lead and coordinate daily operations for the 2nd Line Support team in Gothenburg and Madrid, ensuring high-quality, efficient, and sustainable customer service.
- Mentor, develop, and motivate your team, providing ongoing training, feedback, and professional growth opportunities.
- Drive process improvement, proactively identifying and implementing ways to streamline support routines and enhance efficiency.
- Analyze and act on support data, leveraging statistics and trends to make informed decisions and optimize workflows.
- Oversee work schedules, resource planning, and staffing to ensure consistent, reliable service across locations.
- Foster and promote a positive, collaborative team environment that embodies both Pagero and Thomson Reuters’ values.
- Ensure clear, transparent communication with your team and management, keeping all stakeholders informed and engaged.
- Facilitate Resolution of Technical Issues: Work closely with team experts to understand technical challenges as they arise, ensuring clear communication and effective coordination of solutions.
About You
You’re a fit for the role of Team Lead 2nd Line Support if you have the following required qualifications:
- Academic degree (preferably technical) or equivalent relevant experience.
- Fluency in spoken and written English is required; other languages are a plus.
- Demonstrated experience working with and developing support processes and routines.
- Skilled at building trust through consistent, transparent, and constructive communication with colleagues and management.
- Excellent interpersonal skills, with experience working in multicultural and geographically dispersed teams.
- Well-organized, proactive, and able to prioritize and manage workloads effectively.
- Strong service mindset and passion for delivering excellent customer support.
- Successfully pass an extended background check (criminal and credit).
Additional preferred qualifications include:
- Previous experience leading teams or groups, especially in support or customer service environments.
- Familiarity with SaaS platforms and customer integrations is a significant advantage.
- Experience onboarding, training, or developing team members.
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What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
