Who are we?

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.

Who are we looking for?

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.

Do you want to be part of it?

We are now hiring a Customer Support Agent who will be responsible for providing an awesome customer experience. You must therefore enjoy interacting with customers and helping them succeed. Collaborating with colleagues across departments within the company is a natural part of your job.

You will report to our Customer Support Manager, Mads. You will have our Customer Support & Product team as your closest collaborators.

The position is full-time, based in Copenhagen.

What would be your responsibilities?

For our Customer Support Agent for the Belgium market, we foresee the following responsibilities, but you'll have the opportunity and freedom to influence and define them with us.

• Providing case resolution.

• Ensuring customer satisfaction.

• Troubleshoot technical problems and escalate issues.

• Collaborate with colleagues to deliver the company goals.

• Build up and maintain a "light" version of the customer help center in French.

What makes you a great match?

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 full professional proficiency in French, and a Scandinavian language or Dutch. 

• Have excellent communication skills both verbal and in writing.

• Have a systematic and analytical approach to problem-solving.

• Can explain complicated problems in the simplest terms to customers and peers.

• Be able to cope in a changing environment, as we are growing rapidly.

Preferably, but not essential:

• Experience in customer support or technical support role.

• Familiarity with customer service tools and/or Salesforce.

How will this role progress?

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 customer support team.

• Understand the problems Penneo solves for customers.

• Participate in Penneo’s onboarding program for all new Penneo's.

Within 3 months, you will: 

• Have a good understanding of our SIGN product.

• Independently solve simple cases.

• Comfortably handle customer requests.

• Have a tentative understanding of our KYC product.

• Work well in all our work tools and platforms.

• Understand the structure of the Help Center and customer tutorials.

Within 6 months, you will:  

• Independently solve complex issues and handle case escalations.

• Have a thorough understanding of our SIGN and KYC products.

• Actively work with achieving good customer satisfaction.

• Can work seamlessly with all our work tools and platforms.

• Assist in the escalation of cases.

• Have full ownership of your part of the Help Center and have assisted with your own customer tutorials.

Within 12 months, you will:  

• Be comfortable in all areas of troubleshooting, customer interactions, and collaboration across departments in 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.

About our interview process:

We know that going through a recruitment process can be pretty demanding sometimes, so we want you to know what to expect:

• Call with one of the members of our Talent Acquisition Team (~30m): introduction to the company, mutual initial expectation leveling.

• Call with Hiring Manager, Mads (~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 talks with Hiring Manager, Mads, 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.

Due to the holiday period in Denmark, it will take us a bit longer to reply to you. Best of success with your application!

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.