Join a Silicon Valley VC-backed startup with a global remote-first team working on building a new tourism marketplace and ecosystem powered by a versatile digital-first platform, contributing value and delight to global tourists and local partners. We are setting out on this journey by first developing a frictionless solution for tax-free shopping. We promise a lot of interesting and cool challenges while working with partners and colleagues from all over the world. Our service is free for retailers and revenue is generated by tax-free requests from tourists. Among our hundreds of store partners are some of the best-known brands and retailers in the industry.

PIE’s growth has grown and accelerated over 10x YoY, and now powers tax-free for global brands including Helly Hansen, Bergans of Norway, etc., and has helped delight hundreds of thousands of tourists. Our product-first focus allows for features and decisions to be led by a customer-centric mindset. We’re analytical and ambitious - willing to do whatever it takes to empower our teams and bring as much value as possible to our customers.

What we're looking for:

We are looking for an experienced customer success and operations lead to work with our partner stores in Europe, ideally based out of our Copenhagen office. As a core member of our European team, you will help own and design processes to help us and our partner stores scale. You will work cross-functionally with our global Sales, Business Development and Engineering teams to identify, implement, and measure new features and use cases.

What you will be working on:

• Calculating, monitoring, and managing our partner stores across Europe, utilizing relevant tools to ensure partners are happy and performing well

• Maintaining and improving internal customer success operations, including cross-departmental processes, projects, and collaboration

• Reviewing and maintaining customer documentation, including but not limited to website documentation, knowledge base articles, educational and training videos, and video libraries.

• Driving and leading onboarding sessions for new store partners, helping with re-training or re-activation initiatives for existing stores

• Help fulfill logistics and operations side (part of onboarding new stores)

• Working with our Growth and Engagement team to push initiatives to increase success and optimization for our store partners

Qualifications:

• 4+ years of customer success, account management, customer support, or equivalent experience

• Excellent analytical skills with the ability to identify and correlate metrics relevant to customer goals in order to drive customer success and inform the efforts of the entire team.

• Automation and playbook setup, automating tech-touch.

• A hunger to tackle complicated and impactful product & business problems

• Strong strategic thinking, problem-solving, and logical structuring abilities

• A humble and scrappy get-it-done mindset

• Comfort with ambiguity; the ability to independently layout and test clear hypotheses, and solve problems without well-defined direction

• Excellent verbal and written communication skills

• Fluent in at least Danish (spoken and written)

Bonus (Good to Have):

• Interest and experience in tourism/retail technology

• Fintech/payments experience

• Other languages (Norwegian, Swedish, Finnish, German, etc.)