2nd Line Customer Service Specialist

At Benifex, we’re on a mission to revolutionize employee benefits and engagement. Born from the merger of Benify and Benefex, we’ve combined forces to build remarkable experiences that employees love. With 1,200+ Benifexers across 14 global offices, we partner with 3,000 customers in 120+ countries, supporting 5 million users worldwide 🌍. Ready to be part of an exciting journey ahead? Welcome to Benifex!

About the role

The 2nd Line Customer Service Specialist is a newly created role within Benifex, providing an exciting opportunity to shape and optimize our customer support operations. In this position, you will play a crucial role in delivering specialized support and resolving escalated customer and employee inquiries, including technical challenges and complex cases. You will also be instrumental in enhancing customer service efficiency, expanding self-service options, and collaborating closely with Customer Success and other internal stakeholders to drive customer transformation projects.

You will for instance:

• Troubleshoot and resolve complex escalated issues, ensuring timely and effective communication with both internal and external stakeholders.
• Act as a liaison between Customer Service, Customer Success and other departments to enhance support processes.
• Lead continuous process improvements by investigating root causes, identifying risks and opportunities, and evaluating customer feedback.
• Improve product knowledge within the Customer Service team to enhance case resolution capabilities. 
• Enhance self-service options, including FAQs, chatbots, and new technologies.
• Review and transform customer processes beyond Customer Service to identify efficiency opportunities and deliver added value. 
• Inspire and serve as a role model in delivering outstanding customer service within the team and across departments. 

Who we are looking for 🔎

To succeed as a 2nd Line Customer Service Specialist, you are customer-oriented, always striving to deliver exceptional service. You understand customer needs, address root causes, and take full ownership of solutions. With an initiative-taking mindset, you continuously improve processes, optimize workflows, and enhance customer value. Your analytical skills help you troubleshoot issues, analyze customer feedback and service metrics, and drive improvements in quality and efficiency. Outgoing and collaborative, you build strong networks to bridge teams and drive improvements. Adaptable and eager to learn, you thrive in a dynamic environment, balancing Customer Service and Customer Success while staying passionate about AI, chatbots, and APIs.

We expect you to have:

• Minimum 3 years of experience in 2nd-line support or similar senior customer service role.
• Professional language skills in Swedish and English, spoken and written.
• Experience in process improvement and a proactive mindset in optimizing workflows.
• Strong troubleshooting skills and the ability to resolve complex issues efficiently, with a genuine interest in new technologies.
• Strong time management skills, with the ability to prioritize tasks, handle multiple cases efficiently, and meet deadlines in a fast-paced environment.

It's a bonus if you also have:

• Experience of being stakeholder and participating in product development or improvements.
• Professional languge skills in Danish, spoken and written.

Perks of being a Benifexer

• Collective agreement 📝
• Wellness allowance of 4000 SEK 🏃‍♂️
• ITP1 pension
• Lifeplan - a leading financial advisory service that offers personalized advice for maximizing your pension savings 📈
• A variety of social events and activities at our offices
• Workation - possibility to work abroad within EU & UK 2 weeks/quater 🌍

As a Benifexer, you'll enjoy a forward-thinking culture that encourages personal and professional growth. We offer an entrepreneurial environment that values creativity and new ideas, with a commitment to diversity and inclusion. With a nearly gender-balanced team, we prioritize creating a supportive workplace where everyone can thrive.

Practical information

• Start: As soon as we find the right match, preferably ASAP.
• Extent: Full-time, 100%.
• Location: Apelbergsgatan 33 A,