Support Representative

About us
At Normative we have developed the world’s first emission accounting engine. We help companies calculate their climate footprint and provide insights to reduce their greenhouse gas emissions. What we do has a real positive impact on the climate. You can too!

If you want to help our customers succeed in their net-zero journey, this is your opportunity to make an impact. Being part of the Normative team means that you will contribute to a net-zero world. If you are looking to join an ambitious and purpose-driven early-stage scale-up, we would love to talk!

Why Normative?
Normative is a company founded with the mission to make a change, for real. We want to be part of the solution to the global climate challenges. We also want our employees to grow and develop. We strive for a net-zero emission world, grow a great team and company culture, meanwhile serving our customers in the best way possible.

We are a rapidly growing company, with a team that has tripled during 2021 and we continue to steadily grow. With colleagues from different parts of the world and with diverse experiences, all joined by the mission. We are proud of our ambitious, drive and collaborative team.

The Climate Strategy Team is expected to grow from about 5 to 10 during the second half of the year and will keep growing. It’s an exciting phase to join in, moving from startup to early-stage scale-up, and while some things are in place, you will have a large impact on the continuous growth and journey ahead.

The role
Support as part of the Climate Strategy Team is the core of Normative, helping our customers to succeed with their ambitions of measuring, reducing and reporting their carbon footprint. You’re excited to go above and beyond customer expectations, deliver the best-in-class Support and share insights on where to improve customer overall experience. You will be the first employee hired in the Support team, so you’ll be empowered to lead the exemplary way of doing best-in class customer support. We use Zendesk Support.

What you will do:
- Be the first point of contact when a customer has a question
- Solve customer questions and deliver memorable experiences
- SLAs: answer in a timely manner to keep up with expectations - First-time reply, by channel: emails, chat
- Resolution time, by channel: emails, chat
- Aim for 96% Satisfaction (CSAT)



- Be the ambassador for closing the feedback loop
- Be the voice of the customer, company-wide
- Be proactive in processes’ efficiency to optimise productivity and customer experience
- Design, communicate and be accountable for escalating technical issues to the Engineering Team. Collect key information to enable the team to investigate further.


We think you will be a good match if:
- You are customer-first-minded
- You go the extra mile, always, to solve a customer issue
- You have a Bachelor's degree or 2+ years of customer service experience, preferably in SaaS using Zendesk.
- You are a great team player
- You are accountable and reliable
- Have a move-forward mindset to always challenge the status quo and make improvements on a daily basis
- You believe support must be the backbone of an organisation


We also believe you are:
- A person that deeply cares about making a real contribution towards a sustainable future.
- Thrives in a fast-paced environment and takes ownership of finding the most effective solutions for our customers


At Normative you will work with a highly driven group of people, who share a common vision to make a change for a sustainable future. We trust that you do your job on time and with excellence. In addition, you will be working with some of the best people in the business, with room for professional development and competitive benefits.

Location:
We have our office in Stockholm but could be open to you living in other Swedish locations, or in the Nordic region, though Stockholm travels will then be a regular part of the job. We adopt a continuous selection process, so make sure to apply as soon as possible! If you are not sure you qualify for this exact role but you’re already in love with Normative and our mission, please get in touch!