Sensio is a Nordic leader in healthcare technology, addressing today’s and tomorrow’s elderly care challenges to benefit residents, patients, healthcare personnel, and society. We develop sensors, systems, and platforms that enhance care quality and efficiency, helping the sector embrace technology and create #MoreTimeForCare.
With a strong in-house product development team and the backing of Nordic Capital, Sensio is evolving from a Scandinavian tech leader to a trusted transformation partner across Europe.
We are now looking for a Global Head of Support to drive 24/7 customer service and tech operations across all markets, using process improvements and AI to ensure quality and scalability. In this role, you will lead local teams globally to support Sensio's rapid growth and expansion.
The leading supplier of welfare technology in the Nordics
Sensio is the leading provider of innovative software and hardware solutions for elderly care across the Nordics. Headquartered in Norway, Sensio collaborates with hundreds of care providers and operators across Norway, Sweden, Denmark, and the UK, enabling care for approximately 70,000 recipients every day through its advanced technology platform, making Sensio the leading operator in this market. Since its inception in 2014, Sensio has been committed to delivering cutting-edge solutions for care homes and home care providers, and have developed world leading solutions, both software and hardware. Its flagship products include the Sensio 365 software platform, the Sensio Care wireless nurse call system, and RoomMate, a multisensory monitor for fall detection and prevention.
With the backing of new owners in Nordic Capital, who bring significant industrial competence, resources and global ambition, Sensio is entering a period of accelerated growth. Investments in product innovation and international expansion is positioning the company to grow beyond the Nordics and become a key partner for healthcare transformation across Europe, US and beyond.
As Global Head of Support, you will be responsible for ensuring efficient and high-quality 24/7 customer service and customer technology operations across all products and markets. You will ensure overall service quality and efficiency through continuous improvement of underlying processes, leveraging product knowledge, industry best practices, and new opportunities presented through the use of AI. The role is key to supporting the company’s rapid growth, entering new markets, and delivering innovation and expanded service offerings.
This is a new role in the company that will be a part of a newly established department, led by the company's COO. The primary objective of the new department is to enable the company to scale efficiently and with quality in both new and existing markets. You will lead through a multi-local model, managing and developing local customer service leaders while ensuring strong collaboration and alignment across geographies.
Meaningful work with a purpose – making a difference for healthcare professionals, patients, and their families.
Key Responsibilities
Global standards & processes
Define global processes, service levels, and best practices for customer service across all markets
Ensure consistency in customer experience through standardized training, tools, and methods
Ensure that relevant monitoring tools are incorporated into daily customer service activities, ensuring that we work proactively to avoid downtime or alert the customer when there is a problem that they need to be aware of
Customer satisfaction & performance
Monitor and oversee customer service performance through KPIs and customer satisfaction metrics
Drive continuous improvement initiatives to enhance customer service quality, efficiency, and responsiveness
Implement effective models for handling out-of-hours support, leveraging local teams where relevant
Leadership & collaboration
Lead and develop a professional customer service function spanning across multiple countries
Foster a culture of collaboration and knowledge-sharing between local teams
Act as a key partner to local Project Delivery and Customer Success functions within the different countries to ensure a seamless customer experience
Who we are looking for
Requirements
To succeed in this role, we believe that you have
Proven experience from a senior customer service or service desk leadership role, ideally in a multi-site or international context
A genuine customer-centric mindset, driven by delivering excellent service and building strong, lasting relationships with our customers
Strong track record of establishing and improving service standards, processes, and KPIs
Excellent leadership, communication, and stakeholder management skills
Strategic and analytical mindset, combined with the ability to translate strategy into practical execution
Experience with IT service management (ITSM) best practices is an advantage
Fluency in English, with working proficiency in one or more Scandinavian languages
What we offer
Meaningful work where you contribute to solving one of the greatest societal challenges of our time, making a difference for healthcare professionals, patients, and their families
The opportunity to be part of a Norwegian technology company with ambitions to become a global leader
Competitive salary package with the opportunity to invest in the company at attractive terms
Opportunity to play a key role in a high-growth, ambitious, and innovative company
A collaborative and dynamic work environment
One platform – countless opportunities – many solutions.
A health and care platform that integrates welfare technology and provides healthcare professionals with a complete overview of all alarms and residents – all in one, user-friendly interface.
A groundbreaking safety sensor that reduces and detects falls using advanced algorithms, passive alerts, and anonymized digital monitoring. Read more about Roommate her
We offer a range of solutions such as safety alarms, location services, digital boards for quality, alerting solutions, and integrations with other providers. Read about our solutions
Customer stories
How do our solutions work in practice? Hear from some of our customers!
"Digital first" enhances patient safety and efficiency.
