Customer Experience Specialist

Nordhealth; Kjellerup; Remote; DKK 420,000 - 540,000; Full time

Benefits offered by this job

Remote-first culture

Copenhagen office access

Job summary

Nordhealth is seeking a Customer Experience Specialist to join our remote-first team. You will manage daily inquiries in Intercom, deliver world-class support, and proactively enhance the customer journey by documenting solutions and improving self-serve resources.

You will influence product and success teams by sharing customer insights, with a focus on clear, patient communication to help users succeed on our platform.

Qualifications

• Experience in a fast-growing global SaaS company.
• Excellent communication skills in Danish and English.
• Ability to explain technical concepts clearly and patiently.

Responsibilities

• 1st Line Support: primary point of contact for users via Intercom chat and email.
• Problem Solving & Troubleshooting: reproduce issues and collaborate with internal teams to resolve queries.
• Knowledge Base & Content Creation: write Help Center articles, guides and FAQs for self-service.
• Patient Guidance: assist less tech-savvy users with clear, patient communication.
• Customer Advocacy: gather user feedback and share insights with Product and Success teams.

Skills

Support Excellence

Service Mindset

Communication

Independent Initiative

Technical Flair

Team Player

Intercom

Tools

Intercom

Job description

Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

We are looking for a Customer Experience Specialist who will play a vital role in our Customer Experience Team. You will be the face of our company, handling daily inquiries and ensuring our users have a world-class experience at every touchpoint.

Your day-to-day will be spent in our Intercom inbox, solving problems and providing top-tier service to our users. We need a service-minded "do-er" who thrives in a fast-paced inbox, possesses a strong technical flair, and can communicate complex solutions with patience and enthusiasm. You won't just be answering tickets, you will be proactively identifying ways to improve the overall customer journey and making sure our users truly succeed with our platform.

Your key responsibilities include:

• 1st Line Support: Being the primary point of contact for our users, providing fast, helpful, and empathetic support via Intercom (chat and email).
• Problem Solving & Troubleshooting: Deep-diving into user issues, replicating bugs, and working closely with internal teams to resolve complex technical queries.
• Knowledge Base & Content Creation: Working independently to identify gaps in our user resources and creating the Help Center articles, guides, and FAQs needed to empower users to self-serve.
• Patient Guidance: Helping less tech-savvy users navigate the platform with patience, kindness, and crystal-clear communication.
• Customer Advocacy: Acting as the voice of the customer internally, gathering feedback, and sharing insights with our Product and Success teams to improve the user experience.

What will help you to be successful in this role?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company.In addition, our humble wishlist includes:

• Support Excellence: You love the fast-paced nature of a support inbox and take pride in maintaining high satisfaction scores (CSAT) and quick resolution times.
• Service Mindset & Patience: You are a "people person" who genuinely enjoys helping others. You have the patience to explain technical concepts in a simple, warm, and accessible way.
• Communication: Exceptional written and spoken skills in Danish and English. You are professional, warm, and highly articulate.
• Independent Initiative: You see what processes or customer resources are missing to make a user's life easier, and you take the initiative to build them.
• Having a high degree of technical flair: You enjoy "breaking down" a software product to understand exactly how it works under the hood.
• Team mindset: Are a team player who is happy to collaborate, pivot when priorities change, and share knowledge freely.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment.

In addition, we offer:

• Competitive compensation and a remote-first culture (with access to our Copenhagen office in Nordhavn).
• The tools you need to succeed and a global team of talented colleagues.
• A chance to shape the customer experience for thousands of healthcare professionals on our platform.