Customer Advisor - UK & NL

We are looking for a Customer Advisor to join our international team in Copenhagen. Our new Customer Advisor will support both the UK and the Dutch markets, delivering unparalleled and timely support that keeps our customers delighted. Through providing support and guidance, you empower our customers to use Famly effectively. As the first point of contact for customer inquiries, you play a key role in ensuring customer satisfaction and customer loyalty 🎯 As a Customer Advisor at Famly , you are responsible for delivering human support that's actually human. You're catching us at an inflection point with the fundamental nature of customer advisory evolving before our eyes. With AI handling routine queries, the days of being a librarian pointing to the right shelf are over; we are now looking for detectives. You will empower our customers to use Famly effectively by stepping in precisely where the automation ends, tackling the complex, technical edge cases that require deep forensic analysis. This role is not for those seeking the rhythm of repetitive quick wins; it is for resilient puzzle solvers ready to navigate the hardest questions our customers can ask. You’ll be joining 18 other teammates who support markets across the world. Together, you’ll make sure that all customers have a first-class experience when contacting Famly. You’ll also be working closely with our Customer Success team, who help our customers get started on the platform, as well as our Key Account Managers, who handle the accounts of the larger organisations using Famly. What you'll be doing 🛠️: - Offer expert guidance through written and phone support to help our customers get the most out of Famly. - Track and report customer feedback and issues to improve product or service quality. - Assist in customer feature research with Product and Engineering teams. - Identify upsell opportunities and churn risks, and notify the relevant teams for follow-up when necessary. - Help to maintain a comprehensive knowledge base and CRM.