Norwegian- & English-speaking Customer Advisor

We are looking for a Norwegian- and English-speaking Customer Advisor to join our UK & Nordics team, to make sure that our customers get exceptional help and sound advice when they get in touch with Famly. 

And who are we?

We’re on a mission to close the collaboration gap in early childhood. So we’re building the world’s most collaborative Early Childhood Platform - a software platform for the grown-ups in a young child’s life to connect, share their workload, and learn about early childhood. Basically, Famly makes life easier for educators and families so that they can get back to what matters.

As a Customer Advisor, you will be responsible for providing expert guidance to nursery managers and staff, identifying upsell opportunities, and maintaining long-term customer loyalty. You will play a key role in ensuring customer satisfaction and revenue growth.

You’ll be working closely with 10 other teammates who support our markets in Denmark, Norway, and the UK. Together, you’ll make sure that all customers have a first-class experience when contacting Famly. You’ll also be working closely with our Onboarding Specialists, who help our customers get started using Famly, as well as our Key Account Managers, who handle the accounts of the larger organisations using Famly.

What you'll be doing:

• Answer inquiries from our customers in Norway and the UK via chat, email and over the phone

• Troubleshoot technical issues and report bugs experienced by our customers

• Share feature requests and customer feedback with our product team, to improve our app and enhance the customer experience

• Offer expert guidance to help customers optimise their usage of Famly

• Identify and pursue upsell opportunities

• Identify and pursue referral opportunities

• Reach out to at-risk customers and offer training to ensure satisfaction and retention

Requirements

You’ll thrive in this role if you:

• are a native-level Norwegian speaker

• speak English fluently

• have at least 1-2 years of experience with Customer Service

• Have experience with the commercial aspects of a customer focusing position, such as upselling, churn prevention, objection handling, etc.

• chatty and calm on the phone, and can keep an informal tone

• are quick at coming up with new solutions and different ways of explaining your answers

• are tech savvy and comfortable learning new technology. Maybe you already use Slack or Intercom?

• are service-minded, patient, and truly interested in providing a great customer experience

• are a team player, proactive, and good at prioritising work tasks

And it’d be even better if you:

• Have experience in or passion for the childcare industry

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.

And Famly are...? … you wonder

It all began when our co-founder Henrik’s daughter was ready to start at daycare. He couldn’t believe the amount of work being done on paper - and how distant he felt from his first child during the day. With his friend, our co-founder and CEO Anders, they set about solving that.

These days, the 150 of us building Famly are trying to do two things for our 3,200 customers:

• Giving children the best possible start to life.

• Championing the vital work that goes into making that happen.

We do that with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress.

Ultimately, that gives them more time and headspace for the little ones that really matter. Come help us make that happen.

The interview process looks like:

• Interview with a Senior People