At Famly, we’re looking for a Customer Support Specialist to support our UK customers when our colleague Evelin goes on maternity leave in March. The contract will be for 14 months from 1 January 2021 to 1 March 2022 and could easily turn into a permanent role!

Famly is on a mission to completely transform the childcare industry. Yeah - we know! It's certainly not fintech, although we do have plenty of financial features in our software. We might not be the latest social media influencer platform, AI company, or make ride-sharing skateboards.

However, we do work in an industry where our work 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 children themselves.

We’ve been shaking up the childcare software industry for 7 years. Now, hundreds of thousands of parents and staff use Famly every day in the UK, US, Germany, Denmark, and Norway.

What you'll be doing:

• Answer customer support questions from English speaking customers over the phone and via chat

• Troubleshoot technical issues and work with your colleagues to make sure bugs, issues and support requests are reported in a timely manner

• Provide input on existing Help Center articles and videos, and come up with ideas of how to improve our self-service material based on customer feedback and support trends

• Collaborate with our Product Managers and feed feature requests and customer feedback back to to the Product team

Requirements

• native level English speaker

• Danish skills is a plus but not a requirement 

• 1-2 years experience with Customer Service

• chatty and calm on the phone. We're professional and keep an informal tone with our customers

• 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 good at prioritising work tasks

Who you'll be working with

You’ll be working closely with your 5 colleagues in the Customer Support team. Together with the other Customer Support Specialists you’ll make sure that all customers get a great experience when reaching out to the team. You’ll also be in regular contact with our Customer Success team which handles all customer onboarding, training and account management.

And who is Famly?

Famly is built on transparency, less talk - more action, and making sure the person sitting next to you is the one shining, rather than yourself. We care about each other and the work we do, and are a close knit-team of around 45 people, from 17 different countries, all sitting in our central Copenhagen office just off Strøget (at least we did before Covid hit!). We eat lunch together and often celebrate with cake.

Perks with Famly include

• Lunch at the office

• Drinks on Friday and quarterly social events

• A position where you will have a lot of ownership of your daily tasks both in terms of responsibility and freedom to try new things. We’ll of course get you up and running and collaborate along the way.

• Most importantly the opportunity to develop your skills and understanding alongside coworkers you can learn from, and who want to learn from you.

We’ll begin the first round of interviews as soon as possible, so get your application in today by sending us:

• Your CV

• A short cover letter in which you tell us about yourself and why you think you’d be great for this position. 

If you have any questions, feel free to message Paula, our Head of Customer Success. We're looking forward to hearing from you!