Customer Care Agent

Hubexo; Denmark; On-site; DKK 250,000 - 330,000; Full time

Job summary

Hubexo is seeking a Customer Care Agent in Denmark to join our team and drive customer success. You will handle onboarding, training, and ongoing product guidance while delivering timely support and accurate resolutions to customers.

You will work closely with Customer Success Managers to monitor usage, flag risks, and build a robust self-service knowledge base. Strong Danish and English communication is essential.

Qualifications

• Experience in customer support, customer care, or customer success—preferably in B2B SaaS.
• Ability to manage a high-volume support queue while maintaining quality.
• Strong communication in Danish and English.
• Ability to explain technical concepts clearly to customers.
• Experience with CRM systems and helpdesk/ticketing tools.

Responsibilities

• Own onboarding journey for new customers—setup, data support, training, and first-value delivery.
• Deliver product training sessions, webinars, and update briefings for digital-tier customers.
• Produce and maintain knowledge-base content (help articles, tutorials, release notes).
• Manage all inbound customer support tickets with accurate resolutions.
• Operate SMART Chat to triage, respond, and elevate as needed.
• Monitor product usage and adoption trends across accounts.
• Flag risks to Customer Success Managers and provide structured reporting.
• Collaborate with Customer Success to ensure a seamless experience.

Skills

Communication

Danish language

English language

Empathy

Problem solving

Attention to detail

Active listening

Team collaboration

Data interpretation

Tools

HubSpot

Helpdesk tools

Job description

As a Customer Care Agent at Hubexo, you play a key role in ensuring our customers get the most value from our products. You are the first point of contact for support, onboarding, and everyday product guidance—helping customers resolve issues quickly, adopt our tools effectively, and build confidence in our solutions.

Working closely with Customer Success Managers, you help maintain strong customer relationships by delivering timely support, spotting risks early, and contributing to an overall positive customer experience. Your work directly impacts retention, satisfaction, and long‑term customer success.

What You’ll Do

Onboarding & Product Enablement

• Own the onboarding journey for new customers—including setup, data support, training, and first‑value delivery
• Deliver product training sessions, webinars, and update briefings for digital‑tier customers
• Produce and maintain knowledge‑base content (help articles, tutorials, release notes, best‑practice guides)

Customer Support & Ticket Management

• Manage all inbound customer support tickets
• Deliver accurate, clear, and empathetic resolutions
• Operate SMART Chat (AI‑assisted support) to triage, respond, and elevate appropriately

Customer Insight & Collaboration

• Help build a self‑service knowledge base for our customers
• Monitor product usage and adoption trends across customer accounts
• Flag signs of risk (declining usage, recurring issues, stakeholder concerns) to Customer Success Managers
• Provide structured reporting on customer needs, product challenges, and support trends
• Collaborate closely with the Customer Success team to ensure alignment and a seamless experience

Qualifications & Experience

• Experience in customer support, customer care, or customer success—preferably in B2B SaaS
• Comfortable managing a high‑volume support queue while maintaining quality
• Strong communication skills in a Danish and English
• Ability to explain technical concepts in a customer‑friendly way
• Experience with CRM systems and helpdesk/ticketing tools
• SaaS or construction‑tech background is advantageous but not essential

Skills & Attributes

• CRM platforms (e.g., HubSpot)
• Product expertise and technical understanding
• Data interpretation and usage monitoring
• Ticketing workflows & SLA management
• Knowledge‑base authoring
• Strong communication and active listening
• Empathy and customer‑focused mindset
• Problem‑solving and analytical thinking
• High attention to detail
• Team collaboration