Customer Success Specialist (Norwegian speaking)

Job description

About Famly

Famly is a state-of-the-art software platform on a mission to create the world’s leading solution for an overlooked market – nurseries & preschools. Yeah - we know! It's certainly not fintech, although we do have plenty of financial features in our product. We might not be the latest social media influencer platform, AI company, or produce ride-sharing skateboards. However, our platform makes the daily lives of teachers, managers and parents much easier, by helping them organise and coordinate the many time-consuming tasks involved in running a successful preschool or nursery. The work we do has a very real chance to ease stress, and save time for those who nurture and educate children. By doing so, it's a chance to have a positive effect on the lives of thousands of children.


We've been helping childcare professionals now for over six years, and our platform is used by tens of thousands of parents and staff every day in the UK, US, Germany and Denmark. As we've recently moved into the Norwegian market, we are in need of a talented, service-minded Customer Success Specialist who can help support both Norwegian and UK customers.


What you’ll be a part of

As a Customer Success Specialist, you will play an important role in supporting our customers and helping them reach the full potential of using Famly. We expect nothing less than world-class support, a solution-minded attitude, and a constant drive to identify how we can empower the Famly users. Our team consists of Support and Customer Success specialists and we work very closely together.

We do onboarding calls and emails, answer support questions, build automated behaviour-triggered messaging flows, publish help articles and videos, survey user satisfaction, collect product feedback for the development team and much much more. You will be working in a team with deep product knowledge and a problem-solving attitude that enables us to deliver an excellent customer service experience.


The Role

  • Your main priority will be catering for our Norwegian-speaking customers with a focus on onboarding and direct customer support in writing and on the phone

  • Day-to-day customer support for UK customers in writing and on the phone

  • You will do end-to-end onboarding of new customers to make sure that they get off to the best possible start with Famly

  • Continuously teach customers how to use Famly, identify their needs and guide them towards better use of Famly

  • Gather information about customer use cases and hand them over to our product development team for them to tweak the product

  • Staying curious and constantly challenge what we do to give the customers a world-class success experience.

Requirements

We are looking for someone who is...

  • native level Norwegian speaking

  • fluent in written and verbal English

  • chatty and calm on the phone, and can keep an informal voice. 

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

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

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

  • a team player, proactive, and structured

  • ambitious about their own career and the growth of Famly

We're 40+ people at Famly so this is a great opportunity to explore what it means to be a part of a growing startup. We are very ambitious about our business and our culture and expect our new Famly member to be the same. We provide an awesome office location in the centre of Copenhagen on Købmagergade, Friday bars, coffee, lunch, laughs and learning!


We're looking to fill the position as soon as possible, so don't hesitate to apply now. Please send us your CV and a short cover letter explaining why you think you're the right candidate for this position.


If you have any questions about the position, feel free to contact Paula, our Head of Customer Success, at pi@famly.co. 


We can’t wait to meet you!