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

And Famly are...? Well it all began when our co-founder Henrik’s daughter was ready to start at daycare. He couldn’t believe the amount of work being done on paper - and how distant he felt from his first child during the day. The paper ‘parent’ books they exchanged once a month just weren’t cutting it. Together with his friend, our co-founder and CEO Anders, they set about solving that.

These days, the 70 of us building Famly talk about trying to do two things for our 3,200 customers:

• Giving children the best possible start to life.

• Championing the vital work that goes into making that happen.

We do it with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress.

Ultimately, that gives them more time and headspace for the little ones that really matter. Come help us make that happen.

What you'll be doing:

• Answer customer support questions from English and danish 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 

You’ll thrive in this role if you:

• are native level English speaker as ell as danish

• have At least 1-2 years experience with Customer Service

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

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

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

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

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

  
  

And it’d be even better if:

• Have experience in or passion for the childcare industry 

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.

The interview process looks like:

• Interview with Talent Acquisition

• Test

• Support case

• Interview with Head of Support

  
  

You'll be working with

You’ll be working closely with your 5 colleagues in the Customer Support team. Head of Support Milena and Marco, Ingrid, Dwin, Josephine, Malina, Alberte, Dan and Tima supporting markets in Denmark, Norway, DACH, UK and US. 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.

You’ll love working here because:

• We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.

• We like to give a lot of ownership 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.

• Top-notch work equipment (including noise cancelling headphones for those focus periods!).

• A big focus on people support with personal and career development, including monthly training sessions in a wide-variety of topics.

• A yummy daily buffet and a well stocked drinks fridge (did someone say snack corner?)

• Our private rooftop courtyard (sunny all year round, we promise…!)

• Post-covid social activities have now resumed… enjoy endless team fun with dinners out, office BBQs, friday bars, big quarterly social events, game nights, a daily 7 minute workout, and more!

We're looking to fill the position as soon as possible, so get your application in today by sending us:

• Your CV

• A cover letter to tell us what you can bring to the role, and what speaks to you about Famly.

Looking forward to hearing from you!