Customer Success Specialist - UK

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. But 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 hundreds of thousands of parents and staff every day in the UK, US, Germany and Denmark. The UK is our largest market and we are in need of a talented, service-minded Customer Success Specialist to join our UK team.


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 both 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 experience.


The Role

  • Customer onboarding: End-to-end onboarding of new customers to make sure that they get off to the best possible start with Famly
  • Customer training and platform implementation: 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
  • Manage upsell and renewal processes 
  • Actively challenge what we do to give the customers a world-class customer experience 

  • Collaborate with other CS Specialists and Support Specialists on relevant projects related to customer experience

Requirements

We are looking for someone who is...

  • native level English speaking

  • 1-2 years into their Customer Success career 

  • familiar with the terms upsell, churn and renewal 

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

  • 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 own career and the growth of Famly

This is a great opportunity to explore what it means to be a part of a 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. Interviews will be held in mid-August.

We can’t wait to meet you!