At Famly, we’re looking for a Customer Support Specialist whose focus will be to support our Danish and English customers and make sure they get competent and friendly help when they reach out to the Customer Support team at Famly. 

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 customer support questions from Danish and English speaking customers over the phone and via chat

• Troubleshoot 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

• Make sure relevant cases are brought to the attention of the account managers in Customer Success 

Requirements

• native level Danish and English speaker

• At least 1-2 years experience with Customer Service

• chatty and calm on the phone, and can keep an informal tone

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

• Tech savvy and comfortable learning new IT programmes. Maybe you already use Slack or Intercom?

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

• a team player, proactive, and good at prioritising work task

Who you'll be working with

You’ll be working closely with your 12 colleagues in the Customer Support team. Together with the other Customer Support Specialists you’ll make sure that all customers get a good 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 45 people, from 17 different countries, all sitting in our central Copenhagen office just off Strøget.

Perks with Famly include:

• Hybrid workplace

• Lunch at the office

• Drinks on Friday 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 get you up and running and collaborate along the way, of course.

• And 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 the first round of interviews as soon as possible, so get your application in today by sending us:

• Your CV

• A cover letter in which you tell us about yourself and why you are the right person for this position.

The interview process looks like:

• Interview with People Partner

• Test and support case

• Interview with Head of Customer Support and team members

We look forward to hearing from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly to not discriminate on any basis or characteristics and to celebrate diversity. Everyone is welcome and encouraged to apply.