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Customer Advisor

Copenhagen, Hovedstaden, DenmarkCustomer Experience

Job description

We are looking for a Customer Advisor to join our UK team, to make sure that our customers get exceptional help and sound advice when they get in touch with Famly. As a Customer Advisor, you will be responsible for providing expert guidance to nursery managers and staff, identifying upsell opportunities, and maintaining long-term customer loyalty. You will play a key role in ensuring customer satisfaction and revenue growth.

You’ll be working closely with 10 other teammates who support markets in Denmark, Norway, and the UK. Together, you’ll make sure that all customers have a first-class experience when contacting Famly. You’ll also be working closely with our Onboarding Specialists, who help our customers get started using Famly, as well as our Key Account Managers, who handle the accounts of the larger organisations using Famly.

What you'll be doing:

  • Answer customer inquiries from English-speaking customers via chat, email and over the phone

  • Troubleshoot technical issues and report bugs experienced by our customers

  • Share feature requests and customer feedback with our product team, to improve our app and enhance the customer experience

  • Offer expert guidance to help customers optimise their usage of Famly

  • Identify and pursue upsell opportunities

  • Collaborate with sales and marketing teams to create upsell strategies

  • Reach out to at-risk customers and offer training to ensure satisfaction and retention

Job requirements

You’ll thrive in this role if you:

  • are a native-level English speaker

  • have at least 1-2 years of experience with Customer Service, Customer Success or Sales

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

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

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

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

  • are a team player, proactive, and good at prioritising work tasks

  • have experience with upselling and preventing churn

And it’d be even better if:

  • Have experience in or passion for the childcare industry

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.

And Famly are...? … you wonder

It all began when our co-founder Henrik’s daughter was ready to start at daycare. He couldn’t believe the amount of work being done on paper - and how distant he felt from his first child during the day. With his friend, our co-founder and CEO Anders, they set about solving that.

These days, the 150 of us building Famly are trying to do two things for our 3,200 customers:

  • Giving children the best possible start to life.

  • Championing the vital work that goes into making that happen.

We do that with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress.

Ultimately, that gives them more time and headspace for the little ones that really matter. Come help us make that happen.

The interview process looks like:

  • Interview with a Senior People Partner

  • Test

  • Interview with UK Customer Onboarding & Advisory Team Lead

  • Support case

  • Onsite visit with the members of the team

You’ll love working here because:

  • We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.

  • We like to give a lot of ownership both in terms of responsibility and freedom to try new things. We’ll get you up and running and collaborate along the way, of course.

  • Top-notch work equipment, including noise cancelling headphones for those focus periods!

  • A yummy daily buffet, a well stocked drinks fridge, and an overflowing snack corner

  • Our private rooftop courtyard (sunny all year round!)

  • Social activities and team fun with dinners out, office BBQs, Friday bars, game nights, and more!

We're excited to meet our new colleague, so get your application in today by sending us:

  • Your CV

  • A cover letter to tell us what you can bring to the role, and what speaks to you about Famly.

We are looking forward to hearing from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly to not discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.