Our customer base in the DACH market is growing and we’re looking for a Customer Support Specialist to provide support for our German and UK customers.

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 German and 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

• Help publish German Help Center articles and videos, and come up with ideas of how to improve our self-service material

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

Requirements

• native level German speaker and fluent English speaker

• 1-2 years experience with Customer Service

• 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 good at prioritising work tasks

Who you'll be working with

You’ll be working closely with your colleagues in the Customer Support team as well as the Customer Success team. Together with the other Customer Support Specialists you’ll make sure that all customers get a good experience when reaching out to the team. You’ll also work alongside Melissa who is the Customer Success Specialist for DACH. She’s supported our German customers for the past year and works with onboarding and training of our DACH customers.

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 get you up and running and collaborate along the way, of course.

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

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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 about the job, please reach out to our Head of Customer Success, Paula. Looking forward to hearing from you!