Customer Excellence Agent

Lunar; København; On-site; DKK 260,000 - 340,000; Full time

Benefits offered by this job

On-site hours 8-4

Gym access

Pension

Health insurance

Parental leave

Job summary

Lunar is looking for a Customer Excellence Agent in Copenhagen to handle customer calls and emails, turning every interaction into a positive Lunar moment.

You will be KPI-driven, collaborating with your team, and learning how to resolve app questions and account issues with care. On-site, Monday–Friday, 8–4, with pension, health insurance, and enhanced parental leave; Danish language fluency and solid English are required.

Qualifications

• Full professional proficiency in Danish (written and spoken) is required, with solid working English.
• Energetic about talking to people, even when conversations are tricky.
• Curious and proactive; asks questions and looks for improvements.
• Comfortable with structure and performance expectations; KPI-driven environment.
• No prior customer service experience required; training provided.
• Seeking a commitment of at least a year.

Responsibilities

• Be the voice of Lunar — handling customer calls and emails, helping with app questions and account issues.
• Hit targets across quality and efficiency, including talk time, resolution, and CSAT.
• Collaborate with your team, share learnings, and help the team improve.

Skills

Danish language proficiency

English proficiency

Customer empathy

KPI driven

Team collaboration

Job description

Banking hasn't changed much in decades. We're changing that. One product at a time.

Lunar is a Nordic challenger bank building the future of financial life with AI at the core. Our engineers, designers, and product people work on problems that actually matter. Making money simpler, smarter, and more rewarding for millions of people across the Nordics.

Fully licensed and founded in 2015, with offices in Copenhagen, Aarhus and Stockholm.

We move fast, we build with purpose, and we're just getting started.

As our new Customer Excellence Agent you'll join the Customer Excellence team based in Copenhagen, reporting to Emma and Teresa, working to make every customer interaction feel like the best part of being a Lunar customer.

What will you do?

• Be the voice of Lunar — handling customer calls and emails, helping customers with everything from app questions to account issues, always aiming to turn a frustrating moment into a positive one.
• Hit meaningful targets across both quality and efficiency — including talk time, message resolution, and CSAT — because we care about doing this well, not just fast.
• Collaborate actively with your team, sharing what you're learning, supporting your colleagues, and helping the whole team get better together.

What are we looking for in you?

• Full professional proficiency in Danish (written and spoken) is a hard requirement for this role, as is solid working English.
• Genuinely energised by talking to people, including when the conversation is difficult; you see a frustrated customer as a problem to solve, not a problem to avoid.
• Curious and proactive — you ask questions, you notice patterns, and you look for ways to improve.
• Comfortable with structure and performance expectations; KPI-driven environments bring out the best in you rather than stress you out.
• No prior customer service experience required — we'll give you everything you need to get up to speed.
• Looking for a commitment of at least a year. We invest in the people who join us and we want that to go both ways.

Benefits and perks

• On-site, Monday to Friday, 8-4. We're a close-knit team and that's by design — the energy in the room is part of what makes us good.
• Free gym access, hands-on training with an experienced coach, and social events that actually get people out of their seats. Break a sweat, sharpen your skills, and celebrate wins together — because a great workday isn't just about the work.
• Pension, health insurance, and enhanced parental leave. From your financial future to your family moments. We've got you covered.

We welcome applications from candidates of all backgrounds.

Please note that our employment is conditional upon you not being registered in RKI (Ribers Kredit Information).

Depending on the regulations in the country where you will be employed, we will ask to see or obtain information about your criminal record.