We are Penneo, and we are on a mission to scale!
Penneo is a fast-growing RegTech (Regulatory Technology) SaaS company headquartered in Copenhagen, Denmark.
Penneo started with three people who had the ambition of reducing the hassle of getting documents signed by delivering a digital signature platform. Then, we evolved into a set of solutions for automating workflows related to client onboarding (KYC), signing, and document management.
Following our listing on Nasdaq Copenhagen Main Market in April 2022, we are now, more than ever, in a position to execute our European expansion strategy and scale our operations to maximize value to our existing and future customers.
At Penneo, we are always looking to forge new long-term relationships with people who resonate with our culture and values and are passionate about getting Penneo to the next level.
We are now hiring a Customer Service Agent for the Swedish market who will be responsible for troubleshooting technical problems, customer interactions, and inter-department collaboration within the company.
You will report to our Customer Support Manager, Mads Aspelin and have our awesome Customer Support team as your closest collaborators.
The position is full-time, based in Copenhagen.
For our Customer Support Agent for the Swedish market, we foresee the following responsibilities, but you'll have the opportunity and freedom to influence and define them with us.
We believe that the following traits and experiences are essential for becoming successful in this role, and it is the basis upon which we assess candidates. However, we acknowledge that talent takes many forms, and we would still like to hear from you, even if you don't think you match all the points below.
We expect you to:
Have experience with technical support, customer support or general customer service.
Have excellent writing and verbal communication skills.
Be fluent in Swedish.
Have a systematic and analytical approach to problem-solving.
Be able to explain complicated problems in the simplest terms to customers and peers.
Be passionate about helping people and making them succeed.
Have a solution-oriented mindset and a structured approach to work.
Thrive in a fast-paced and changing work environment as we are growing rapidly.
Additinal european languages as well as familiarity with customer service tools, e.g. Salesforce, is an advantage.
It is important to us to be as transparent as possible and to allow you to level expectations for the role. Therefore, we share our impact description in advance and would love your thoughts about it in your cover letter.
During the 1st month, you will:
Meet your new colleagues and understand who is doing what.
Get comfortable with the day-to-day operations of the team.
Understand the problems Penneo solves for customers.
Use the product(s) as a customer.
Assess and engage in customer facing tools and platforms.
Within 3 months, you will:
Have a good understanding of our SIGN product.
Independently solve simple cases.
Comfortably handle customer requests.
Have tentative understanding of our KYC product.
Work well in all our work tools and platforms.
Assist in escalation of cases.
Within 6 months, you will:
Independently solve complex issues and handle case escalations.
Have a thorough understanding of our SIGN and KYC product.
Actively work with achieving good customer satisfaction.
Can work seamlessly with all our work tools and platforms.
Within 12 months, you will:
Be comfortable in all areas of troubleshooting, customer interactions and inter-department collaboration within the company.
Assist or take charge of training and mentoring of new support agents.
At this point, we want to support you in expressing your ambitious growth aspirations, and we're eager to learn on the journey with you. It all depends on your capabilities for continuous learning and, equally important - your dreams for the future.
By now, we hope you're sitting with a smile on your face, ready to apply and contribute to the Penneo adventure.
We know that going through a recruitment process can be pretty demanding sometimes, so we want you to know what to expect:
Call with a member of our Talent Acquisition Team (~30m): introduction to the company, mutual initial expectation leveling.
Call with our Customer Support Manager, Mads Aspelin (~45m): Getting to know each other, assessing for mutual fit, introduction to the impact and goals for the position.
Collaboration round (~1h): Together with two team members, you will discuss your approach to a problem scenario to assess collaboration fit and ways of working.
The practicalities (~45m): Closing talk with Customer Support Manager, Mads Aspelin agreeing about compensation, starting date, and all other practical details.
All of our interviews can be conducted remotely, scheduled via email and Google Meet for audio/video calls if you prefer.
Best of success with your application!
Please note that we are screening and interviewing on an ongoing basis. If you are interested in any of our roles, please do not hesitate to submit your application.
Penneo is an equal-opportunity employer. All aspects of employment, hiring, and promotion are based on merit and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity, or expression.
Please be aware that if hired, as part of our Background check, we require a copy of your criminal record. We do that to ensure that we remain a trusted service provider and partner as well as to comply with relevant compliance requirements such as ISO27001.
This job comes with several perks and benefits
Enjoy a free catered lunch with your colleagues, every day.
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Friday is something special, let's enjoy a beer together.