Customer support

About the role

Our sites are unstaffed and everything runs online. That makes customer support the place where customers actually meet us as people — and it is the main reason we are rated 4.9 out of 5 on Trustpilot.

You will own customer support end to end. That means answering customers today, and building support into something that still works when we are ten times the size.

This is a broad role. Part of your week is on the phone and in the inbox, part of it is designing how support should work, and part of it is turning what customers tell us into better products and sites.

Very little of it exists yet. There are few frameworks, no playbook and no one above you who already knows the answer. You will have to find the way forward when things are unclear, and build the structure where there is none.

What we're looking for

• Handle enquiries on email, phone and social media, in Sweden and the UK
• Answer reviews on Trustpilot and Google
• Set up customers in our booking system and send onboarding emails
• Turn enquiries into bookings. Most people who call us are choosing between us and the yard down the road, and how you handle that call decides it
• Solve the practical things: gate codes, padlocks, what the insurance covers, electricity etc
• Keep pre-booking customers informed when an opening date moves
• Handle cancellations, move-outs and payment questions

Build a scalable way of doing support

• Set the structure for how we work in HubSpot: queues, tickets, categorisation, statistics
• Write how-to manuals for the most common topics, so new colleagues can be onboarded quickly
• Build AI tooling - a Claude support assistant, for example - so answers get faster without getting worse
• Own the self-service content: FAQ, help texts, automated emails. The best ticket is the one that never gets created

Support product and site development

• Analyse the most common support topics and feed that back to our site and tech teams
• Flag recurring site problems to operations
• Call churned customers to gather feedback, and win some of them back

Later, if it suits you: lead the team

As volumes grow we will add part-time colleagues to support. If you want it - and it suits you - the role can grow into leading that group; recruiting, onboarding, coaching, following up on performance and running the schedule.

Who you are

• 2+ years experience from a support role, preferably in a setting where you needed to handle support inquiries of different urgency and on a daily basis independently prioritize your work
• You are passionate about providing a state of the art customer experience, prepared to walk the extra mile to ensure our customers get the help and support they need.
• You have worked in a ticketing or CRM system. HubSpot experience is a plus, not a requirement
• You are comfortable and interested in numbers. You can look at a month of tickets and tell us what we should fix
• You are comfortable deciding how something should work without being told
• You like building things. This role writes manuals, sets up systems and tries new tools
• You write the way we talk: plain, short sentences, no fluff
• Fluent in Swedish and English

What matters to us

• Fast, friendly support. Be the human touch in a digital world
• Always look for a solution to the customer's problem
• Walk the extra mile - add that “little extra” to a message or call an extra time to make sure the customer’s problem is actually solved - create a “wow-experience”
• Urgent first. Know what can wait and what can't, and act on it immediately
• Ownership end to end. If someone else has to act to solve it, you still make sure it happens and that the customer is kept in the loop

What we offer

• A role you shape yourself, in a company that is growing fast
• Working close to leadership. A young company with an experienced team
• Salary, holiday pay and pension contribution

Practicalities

• Start: As soon as possible
• Scope: Full-time or part-time (75-80%)
• Location: Stockholm office, Grev Turegatan 20
• Reports to: COO, Sofia Sundström