At Famly, we’re looking for a Technical Customer Support Specialist whose focus will be to ensure that our customers get competent, friendly and easy-to-follow assistance when they experience technical difficulties with Famly. This is a new position in the team and the right person will handle technical customer inquiries and educate fellow team members in answering technically challenging questions.

Famly is on a mission to completely transform the childcare industry. Yeah - we know! It's not fintech, although we do have plenty of financial features in our software. We are not the latest social media platform, AI company or make ride-sharing skateboards. However we do work in an industry where our work improves the quality of life for children, parents and caregivers. Our platform eases stress and saves time for those who nurture and educate children. By doing so, we have a positive effect on the lives of children and those directly responsible for their well-being.

We’ve been shaking up the childcare software industry for 7 years. Now, hundreds of thousands of parents and staff use Famly every day in the UK, US, Germany, Denmark, and Norway.

What you’ll be doing:

• Answer technical customer support questions over email, chat and sometimes phone

• Troubleshoot and research technical issues and work with your colleagues to make sure bugs, issues and support requests are reported in a timely manner

• Provide input on existing Help Center articles and videos, and come up with ideas of how to improve our self-service material based on customer feedback and support trends

• Collaborate with our Product Managers and feed feature requests and customer feedback back to to the Product team

Requirements

• Tech savvy and comfortable learning new software. Maybe you already use Slack, Intercom or Jira?

• Native level English speaker

• 1-2 years experience with Customer Service in a technical role

• Experience working closely with a Product or Tech team

• Enjoy complex problem-solving and interested in taking over smaller tasks from the Product team as product and technical knowledge develops

• Quick at coming up with new solutions and different ways of explaining your answers

• Service-minded, patient and truly interested in providing a great customer experience

• A team player, proactive, and good at prioritising work tasks

Who you'll be working with

You’ll be working closely with your 7 colleagues in the Customer Support team. Together with the other Customer Support Specialists you’ll make sure that all customers get a great experience when reaching out to the team. You’ll also be in regular contact with our Customer Success team which handles all customer onboarding, training and account management.

And who is Famly?

Famly is built on transparency, less talk - more action, and making sure the person sitting next to you is the one shining, rather than yourself. We care about each other and the work we do, and are a close knit-team of around 60 people, from 17 different countries, all sitting in our central Copenhagen office just off Strøget (at least we did before Covid hit!). We eat lunch together and often celebrate with cake.

Perks with Famly include

• Lunch at the office

• Drinks on Fridays and quarterly social events

• A position where you will have a lot of ownership of your daily tasks both in terms of responsibility and freedom to try new things. We’ll of course get you up and running and collaborate along the way.

• Most importantly the opportunity to develop your skills and understanding alongside coworkers you can learn from, and who want to learn from you.

We’ll begin phone screenings as soon as possible, so get your application in today by sending us:

• Your CV

• A short cover letter in which you tell us about yourself and why you think you’d be great for this position.

Looking forward to hearing from you.