UK Customer Advisor

We are looking for a Customer Advisor to join our UK team. 🕵 As a Customer Advisor, you deliver 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. 🎯

You’ll be joining 15 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.

Requirements

🔥 What excites us about you:

• Strong written and verbal communication skills.

• Ability to explain complex topics simply.

• Tech savvy and comfortable learning new systems and tools.

• Innovative and quick at coming up with creative solutions and effective ways to guide customers.

• Excellent interpersonal skills, both when engaging with customers and collaborating with colleagues.

• Service-minded, patient and truly interested in providing a great customer experience.

• A healthy understanding of how the customer experience fits into the broader commercial strategy at Famly.

➕ Bonus! If you:

• Have experience in or passion for the childcare industry

• Speak Danish, and/or Norweigan, and/or German

🚀 What excites you about being a CA:

• Effective triage and resolution of customer issues with minimal escalation.

• Close collaboration with Product and Engineering teams to translate customer feedback into actionable bug tickets and or feature requests.

• Constantly looking for ways to improve our process in service of the customer’s experience.

• Delivering delight!

👤 You are:

• Empathetic Problem-solver: You genuinely care about helping customers and can navigate sensitive situations with understanding.

• Detail-Oriented: You ensure accuracy and thoroughness in every interaction and piece of documentation.

• Calm Under Pressure: You remain composed and focused, even in high-pressure situations or with demanding customers.

• Team Player: You thrive in collaborative environments and work well across teams to solve problems.

• Curious & Adaptable: You’re eager to learn and keep up with changing technologies and processes.

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.

👯 You’ll be working with

A team of friendly, supportive and dedicated Customer Advisors, who pick each other up on tough days and never stop pushing the limits. We come from all over the world, but what connects us is our passion for what we do—and the joy of doing it together. Expect high energy, tons of support, a few (OK, many) Slack GIFs, and an obsession with both hitting goals and having a good time.

💚 About Famly

At Famly, we're on a mission to give children the best possible start to life by supporting the people who make that happen every day: early-years professionals.

It all started when our co-founder Henrik dropped off his daughter at daycare and realised how much was st