Customer Support Specialist

at  SUPERB

About Superb:
At Superb, we set out to empower restaurant businesses worldwide with an easier way of working. Running a hospitality business is hard work, and using multiple systems is not making it easier. Until now…
Superb gathers all the tools to open, run and grow your business — in one platform.
From reservations, orders and payments to digital gift cards, takeaway and guest marketing. You name it, we’ve got it. Finally, hospitality owners can free up time to focus on what matters while using data to serve magical experiences, build guest relationships, and maximise revenue. Superb’s all-in-one platform is used by +1000 hospitality businesses worldwide, and we are just getting started. Our internal team consists of talented people who are passionate about challenging the status quo and creating magical guest experiences. Do you want to embark with us on our mission to become the leading platform within hospitality?
The Superb opportunity:
We are looking for a Customer Support specialist to join our small but powerful Support team. We believe that you, just like us, care about delivering superb service to our customers by ensuring a great experience when communicating with us. To fit right in and get onboarded as fast as possible you should have a proven track record working with a Saas Product in a dynamic environment. You will have the pleasure of joining a team with razor focus on quality and delivering value to our users.

What you will do:

• Work closely with the rest of the Support team to resolve any tickets or issues faced by your customers
• Provide mail, chat and phone support
• Understand how customers are currently using our products and identify opportunities to increase usage and value gained
• Align with the tech team to ensure feedback loops and communicate the voice of customers
• Monitor health scores and satisfaction levels
• Ensure customer retention
• Log customer data in our CRM, and ensure that all steps of the process are reported in a structured way

What you will need:

• Most importantly, you are a team player and you take pride in taking care of customers in the best possible way
• Strong ability to understand technical aspects of software
• Desire to drive adoption, increase product usage in order create a superb experience for our customers
• Excited about investigating, troubleshooting and finding solutions for challenges and problems
• Service minded, efficient, structured, and solution-oriented.
• Excellent communication, listening and interpersonal skills.
• You must be fluent in English and Danish as you will be using both languages on a daily basis

Note: we recognize imposter syndrome is real. Any candidate that does not perfectly fit every skill we are looking for in this role is still strongly encouraged to apply
Sounds like a Superb opportunity?
We will fill the position as soon as we find the right candidate, so don’t think twice, send your application to us. We are excited to hear from you, don’t hesitate to apply!
We only accept applications in English.

We will offer you:

• Learning & sharing environment
• An international team - we are a lot of different nationalities working together!
• We are a remote company but we have a hub in beautiful Copenhagen where you have the option to work from
• Is it your birthday? Have the day off to celebrate and enjoy the way you deserve

Superb is an equal opportunity employer and values diversity within the company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, or marital status
.

• Work closely with the rest of the Support team to resolve any tickets or issues faced by your customers
• Provide mail, chat and phone support
• Understand how customers are currently using our products and identify opportunities to increase usage and value gained
• Align with the tech team to ensure feedback loops and communicate the voice of customers
• Monitor health scores and satisfaction levels
• Ensure customer retention
• Log customer data in our CRM, and ensure that all steps of the process are reported in a structured wa