Establish & Track KPIs

Define key performance indicators for Level 1 and Level 2 (e.g., answer rate, SLA achievement, one-touch resolution); use the ticketing system to monitor performance and produce regular reports for management.

Manage Escalations & Complex Cases

Serve as escalation point for challenging incidents; coordinate with Level 3/support engineering to triage bugs or technical issues, and communicate resolutions back to customers and the team.

Collaborate Cross-Functionally

Engage with Product, Engineering, QA, and Professional Services to stay updated on product changes, obtain training resources, and feedback customer needs or recurring issues for continuous improvement.

Communicate Insights to Leadership

Provide regular updates on performance metrics, SLA compliance, ticket trends, and customer feedback to align with company priorities and goals.

You'll Thrive in This Role If You…

• Have relevant education and/or equivalent experience, with proven leadership experience in customer support or helpdesk environments.

• Demonstrate strong business acumen and effective execution skills, with a solid understanding of IT principles and technical knowledge (e.g., familiarity with ticketing platforms like Zendesk).

• Communicate clearly and confidently in Norwegian and English (written and spoken); additional Nordic language skills are a plus.

• Hold or have working knowledge of ITIL principles and best practices for support operations.

• Exhibit leadership qualities that drive results through team collaboration, with a dedicated, humble, and supportive style.

• Possess strong organizational skills and the ability to mentor and develop team members to reach their potential.

• Are ambitious for both personal and company growth, solution-oriented, and committed to continuous improvement.

• Adapt comfortably to shifting priorities, effectively manage resource planning, and proactively identify and resolve risks or blockers.

• Work effectively across departments, partnering with Product, Engineering, QA, and other teams to drive the best outcomes for customers and the organization.

• Genuinely enjoy being responsible for others — their results, their development, and their wellbeing at work. This isn't a 9-to-5 role, and you're okay with that.

What Success Looks Like

• High Customer Satisfaction: Strong CSAT/NPS scores on resolved tickets; customers experience prompt, helpful resolutions.

• SLA & Response Metrics Met or Exceeded: Consistently achieving SLA targets and maintaining rapid response times across Level 1 and Level 2 queues.

• Reduction in Repeat/Recurring Cases: Trend identification and root-cause resolutions lead to fewer identical issues reoccurring.

• High Employee Satisfaction & Retention: Team members feel supported, see clear career progression, and demonstrate engagement.

• Effective Escalation Handling: Complex or technical cases escalated and resolved efficiently through collaboration with Level 3/Product teams.

• Data-Driven Continuous Improvement: Regular tracking and reporting of KPIs, with actionable insights feeding into process refinements and product feedback loops.

• Robust Training & Onboarding Processes: New hires ramp quickly; the team remains prepared for peak periods and changing product features.

What Makes This Opportunity Different

• You'll grow with us — but this role will also demand something of you. Leading people is rewarding and challenging in equal measure, and we're looking for someone who knows the difference and chooses it anyway.

• You'll be part of Munu's leadership development programs — and yes, this is something we expect from all our leaders. But it's also one of the genuine perks of the role: dedicated time and space to grow, with people who are on the same journey as you.

• You'll be part of a company with deep industry knowledge and a mission that matters- empowering hospitality teams with better tools.

• You'll shape how a core business function is built- not just follow a playbook. We're at a stage where your input genuinely changes how things work.

• You'll work with smart, kind, ambitious people across the Nordics- the kind who disagree openly, share the credit, and don't take themselves too seriously.

• You'll have the freedom to test, fail, learn, and try again- with the support and tools to do your best work.

Who We Are

Munu is a Norwegian scale-up rethinking how restaurants and bars operate- and thrive. Since 2016, we've helped over 2,000 hospitality venues run smarter with our Munu Cloud platform, integrating everything from POS and Booking to Inventory and Payments. Our customers range from local gems to national brands, and our reach is growing fast across the Nordics.

Backed by strong investors and built by a team that lives and breathes hospitality, we're committed to growing sustainably- without compromising trust, creativity, or simplicity. The best part? You'll see the results of your work in the real world- in the restaurants and bars people actually love.

At Munu, we empower our customers- and we empower our people. How we work matters just as much as what we achieve. Michelin-star ambition, kitchen-team spirit. We move fast and hold high standards, but we also give feedback with care, celebrate each other's wins, and make sure the best idea wins regardless of where it comes from.

If you're curious about joining us, take a moment to read our Cultural Principles before you apply. They'll give you a sense of who we are and the kind of culture you'll be part of.

Sound like the kind of place you'd do your best work? We'd love to hear from you.