About the job

Customer Support Lead

Own how Renow talks to its customers, and build the AI tooling that makes it work

We've built a way to give returned and pre-owned products a second life at scale. A product that used to take months to resell is back on sale in days.Those products end up in the hands of real consumers, across several marketplaces, in several countries. Right now customer support at Renow works, but it doesn't scale. We need someone to own it properly and act as the human behind our systems.

This is a hands-on role. You'll be in the queue answering customers, and you'll be the one deciding how that queue should work: what the tooling is, what our tone of voice sounds like, what we promise and what we don't. To the consumer, you *are* Renow.

How we work at Renow

Renow is a recommerce platform that connects retailers, marketplaces and 3PLs through virtual warehouses and automated grading. We help consumers buy quality second-hand products from brands they trust, and we're on a mission to make recommerce mainstream.

Our team is small and sharp. We move fast, we use AI tools heavily in our daily work, and we expect people to take ownership of outcomes rather than tasks. We're backed by respected investors and in a growth phase that means new markets and new partners across Europe.

Fair warning: our environment is genuinely complex. Multiple marketplaces, each with its own rules and buyer expectations. 3PL partners handling the physical goods. Pre-owned products where condition, grading and returns are never quite standard. Good support here means understanding that whole chain, not reading from a script.

Is this for you?

- You like fixing the system, not just the ticket.

- You've felt the difference between support that's a cost center and support that's a reason people come back.

- You'd rather build the automation than do the same thing twice.

- You prefer startup speed over corporate process.

- You can write clearly and warmly, in a way that sounds like a person.

Tick most yes? Here's what the role looks like.

What you'll do

Run the queue. Handle consumer cases across our marketplaces: orders, returns, product condition, delivery issues. You'll do this yourself from day one, because you can't design a support operation you've never worked in.

Own the tooling. Set up and run our support stack, with AI at the center of it: automated first responses, drafting assistance, case classification, a knowledge base that actually stays current, translation. You decide what we use and you make it work. We'll back you on the budget.

Define the voice. Write the tone of voice guide, the macros, the templates, the escalation language. Make sure everything a customer reads from us sounds like the same company.

Set the standards. Define what good looks like in numbers (response time, resolution time, CSAT, ticket volume per order, deflection rate) and track them. Then improve them.

Close the loop. You'll see every product and process failure before anyone else does. Feed that back to operations, product and our 3PL partners so the cause gets fixed, not just the symptom.

Handle the marketplace side. Each marketplace has its own service level requirements, buyer protection rules and review mechanics. Keeping us in good standing on all of them is part of the job.

Build the team. As volume grows, you'll define what the next hires look like and how they're onboarded. This role grows into leading a team.

What we're looking for

Experience. 3-5+ years in customer support or customer success, ideally in e-commerce, marketplaces or logistics. Experience where the physical world was involved (shipping, returns, damaged goods) is a strong plus.

Ownership. You've built or seriously reshaped a support operation before, not just worked inside one. You're comfortable being the person who decides.

AI-native. You already use AI tools daily and have opinions about where they help and where they make things worse. You'll be expected to automate aggressively, but also to know when a customer needs a human.

Writing. Fluent English, and you write well in it. Nordic languages (Finnish, Swedish, Norwegian, Danish) or German are a strong plus.

Analytical. You're comfortable in a spreadsheet and can build your own reporting. If you can't measure it, you can't improve it.

Temperament. Calm with upset customers, direct with colleagues, and not precious about doing unglamorous work when it's needed. We dogfood our own processes and expect the same from you.

Practicalities

- Location: Helsinki HQ, hybrid.

- Type: Full-time.

- Tools: AI-powered workflows from day one, and a real say in which ones.

- Growth: You're the first dedicated CS hire. This role grows as we grow.

Interested?

Apply through our our Linked Job ad.

We read applications as they come in and will fill the role as soon as we find the right person, so sooner beats later.