[Hiring] Customer Experience Specialist @Nordhealth

Role Description

We are looking for a Customer Experience Specialist who will play a vital role in our Customer Experience Team. You will be the face of our company, handling daily inquiries and ensuring our users have a world-class experience at every touchpoint.

Your day-to-day will be spent in our Intercom inbox, solving problems and providing top-tier service to our users. We need a service-minded "do-er" who thrives in a fast-paced inbox, possesses a strong technical flair, and can communicate complex solutions with patience and enthusiasm. You won't just be answering tickets; you will be proactively identifying ways to improve the overall customer journey and making sure our users truly succeed with our platform.

Your key responsibilities include:

• 1st Line Support: Being the primary point of contact for our users, providing fast, helpful, and empathetic support via Intercom (chat and email).
• Problem Solving & Troubleshooting: Deep-diving into user issues, replicating bugs, and working closely with internal teams to resolve complex technical queries.
• Knowledge Base & Content Creation: Working independently to identify gaps in our user resources and creating the Help Center articles, guides, and FAQs needed to empower users to self-serve.
• Patient Guidance: Helping less tech-savvy users navigate the platform with patience, kindness, and crystal-clear communication.
• Customer Advocacy: Acting as the voice of the customer internally, gathering feedback, and sharing insights with our Product and Success teams to improve the user experience.

Qualifications

• Experience from working in a fast-growing, global SaaS company.
• Support Excellence: You love the fast-paced nature of a support inbox and take pride in maintaining high satisfaction scores (CSAT) and quick resolution times.
• Service Mindset & Patience: You are a "people person" who genuinely enjoys helping others and has the patience to explain technical concepts in a simple, warm, and accessible way.
• Communication: Exceptional written and spoken skills in Danish and English. You are professional, warm, and highly articulate.
• Independent Initiative: You see what processes or customer resources are missing to make a user's life easier, and you take the initiative to build them.
• High degree of technical flair: You enjoy "breaking down" a software product to understand exactly how it works under the hood.
• Team mindset: Are a team player who is happy to collaborate, pivot when priorities change, and share knowledge freely.

Benefits

• Competitive compensation and a remote-first culture (with access to our Copenhagen office in Nordhavn).
• The tools you need to succeed and a global team of talented colleagues.
• A chance to shape the customer experience for thousands of healthcare professionals on our platform.