Customer Experience Specialist

This is a fully remote position, open to applicants in Denmark.

📋 Description

• Serve as the primary contact for users by providing first-line support through Intercom chat and email.

• Investigate user issues, replicate bugs, and collaborate with internal teams to resolve complex technical queries.

• Identify deficiencies in user resources and develop Help Center articles, guides, and FAQs.

• Assist less tech-savvy users in navigating the platform with patience and clear communication.

• Act as an advocate for customers internally by collecting feedback and sharing insights with the Product and Success teams.

• Proactively seek out ways to enhance the customer journey and support users in achieving success with the platform.

⛳️ Requirements

• Preferably some experience in a fast-paced, global SaaS environment.

• Proven track record in maintaining high customer satisfaction scores (CSAT) and swift resolution times.

• Patience in simplifying and clearly explaining technical concepts.

• Exceptional written and verbal communication skills in both Danish and English.

• Professional, warm, and articulate in communication.

• Initiative to identify and establish missing processes and customer resources.

• Strong technical aptitude and understanding of software functionality.

• A team-oriented mindset with a willingness to collaborate, adapt to shifting priorities, and share knowledge.

• Experience with Intercom and managing support chat/email workflows.

🏝️ Benefits

• Competitive compensation package.

• Remote-first work culture.

• Access to the Copenhagen office located in Nordhavn.

• Necessary tools provided for success.

• Join a global team of skilled colleagues.

• Opportunity to influence the customer experience for thousands of healthcare professionals.