Customer Support Agent

Did you know that fishing is the world’s most popular hobby? We do! And here at Fishbrain we have created the world’s largest social network dedicated to people who love fishing. We want to make sure that we can give them the greatest experience possible and make their fishing dreams come true, no matter where they are in the world.

We have over 10 million users all over the world who have logged over 7 million catches in our app. We’re growing fast, both in our social network and in the company, which is why we’re looking for a Customer Support Agent!

Background:
Fishbrain is strongly increasing the eCommerce investment on our Marketplace (e.g. shop.fishbrain.com (https://shop.fishbrain.com/)). Hand in hand with the increase in sales ,the need for customer support increases for us. This includes, on one hand, support from a customer perspective e.g. questions regarding shipping, order status, payment, refunds etc. And on the other hand, brand perspective e.g. follow-up on refunds, oversold products, order status, process optimisation etc. To strengthen our support for the Marketplace we are in need of a dedicated full time support employee for bridging the customer journey & brands perspective to ensure happy customers.

Responsibilities
Ultimately make our customers happy! Daily support operations of the Marketplace and our Fishbrain app, handle daily incoming tickets from users, customers & with brands. Support pre-sales, up-sales & renewal sales through demonstrating value to customers, monitor customer success/health checks via KPIs, coordinate needed adjustments/demands within the commerce and product teams. Account escalations to 2nd line support (e.g. product, tech, e-commerce, etc.)

Supporting creation of guidelines for ticket handling, establish Fishbrain tonality towards brands and customers, bridge the communication and workflow between customers and brands/sales and act as the brands and the customers advocate.

Role description
As Customer Support Agent for Fishbrain you are responsible for developing customer relationships that promote retention and loyalty. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You will be managing the experience of our end customers. Driving adoption and outcomes leading to renewals, expansion, and advocacy across our portfolio.

Building a positive image of our organisation’s support during the full sales process is a natural part of the role. By acting as a point of contact the customer support agent is also responsible for the customers initial impression of the level of support that can be expected from an organisation throughout the complete sales process. Following up and creating processes and KPI throughout the support process are a natural part of the role. Further, you will be a stakeholder for future development and set up demands and execute on continuous improvement of the customer experience.

What We’re Looking For

- Ideally 2+ years of experience in Customer Support or another client-facing role
- Experience in working with complex, multi-divisional, multi-geographical customers
- Impressive communication abilities & executive presence
- Ability to create structure in ambiguous situations and design effective processes
- Passion for technology and for being a part of a fast-growing scale-up company
- A natural problem solver with the ability to multitask and handle difficult interactions
- Experience in identifying customer needs, clarifying their information and researching solutions
- Customer focused with the flexibility to manage different personalities
- Experience working with cross-functional teams (e.g. Sales, Marketing)
- Fluency in English, both spoken and written, as our main target market is the US


Good to know

- Expect work hours including evenings & week-ends
- You will be reporting to our Commercial Director
- The position is based in Stockholm, Sweden


Our Bait

We have trust in our employees which means that 1. you will be given a lot of responsibility from day one and 2. we value your opinions and ideas. No matter the team, everything we do has an impact on our users and on Fishbrain as a company. Our culture is very important to us. If you have a “win as a team” mentality, are passionate and like to have fun, then Fishbrain is the place for you!

Feeling hooked? Throw us a line!