Student Assistant, Customer Success

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 technical and service-minded student assistant to join our CS team.


What you’ll be a part of
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 service experience.

Your main responsibility will be to help the team with tasks that help provide a great customer experience.  


The Role

  • Help import customer data during customer onboarding 
  • Create customer accounts and send user log-ins before a CS Specialist makes the first onboarding call
  • Work closely with CS and Marketing on growth related initiatives
  • Assist the Support specialists and the Customer Success Specialists 
  • Update online help resources like our Help Center or self-service tools
  • Actively challenge what we do to give the customers a world-class customer experience 

Requirements

We are looking for someone who is...  

  • tech savvy and comfortable learning new IT programmes. Maybe you already use Slack or Intercom?
  • great at English! You need to have outstanding speaking and writing skills
  • quick at coming up with new solutions for how we support our customers
  • ambitious about their own career and the growth of Famly
  • service-minded and patient
  • highly organised, proactive, and able to multi-task in a fast-paced environment

Our ideal candidate has a sharp set of IT skills and learns new software with ease. A keen interest in technology is important as we need someone who can easily navigate the systems we use to deliver a great customer experience.

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! 

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 due to summer holidays. 


We can’t wait to meet you!