Customer Support Specialist

Scrive; Stockholms kommun; Hybrid; SEK 420,000 - 540,000; Full time

Job summary

Scrive, headquartered in Stockholm, Sweden, invites you to join as Customer Support Specialist to deliver fast, accurate, and caring service to customers across Europe. You will be the first point of contact, driving customer satisfaction through cross-team collaboration.

Based in Stockholm or Copenhagen (Hybrid), you will collaborate with Engineering, Product, and Customer Experience to resolve challenges, update knowledge bases, and help improve workflows.

Qualifications

• Experience in customer support, custome r success, technical support, or a similar service-oriented role.
• Proven track record in delivering professional, empathic, and efficient customer service, balancing both functional questions and technical issues.
• Fluency in English and Swedish in professional verbal and written communication.

Responsibilities

• Triage and handle support tickets via Freshdesk across email and phone with clear, caring, timely communication.
• Investigate inquiries using available resources and raise complex technical issues to second-line or technical teams with context.
• Collaborate with Engineering, Product, Customer Experience and other departments to resolve customer challenges and improve workflows.

Skills

Customer support

Customer success

Technical support

Empathic communication

Time management

Collaboration

English fluency

Swedish fluency

Tools

Freshdesk

Zendesk

Slack

Job description

We Care, We Challenge, We Commit, We Collaborate

Join Scrive and be part of an international, fast-growing company headquartered in Stockholm, Sweden. Collaborate with smart, caring, and driven colleagues across Europe as we shape the Scrive story.

The opportunity

We are currently looking for a Customer Support Specialist to join our team and play a key role in delivering fast, accurate, and caring service to our customers across Europe. This role is an exciting opportunity to act as the first point of contact for our users, driving customer satisfaction, contributing to overall product success through cross-team collaboration.

The role will be based in Stockholm or Copenhagen (Hybrid), and you will report to the Head of Customer Support.

As a Customer Support Specialist, You Will

• Managing customer interactions: Triage and handle support tickets via our ticket platform (Freshdesk) across email, and phone, providing clear, caring and timely communication.
• Investigate and raise: Answer routine inquiries using existing resources, and accurately identify and raise complex technical issues to second-line or technical teams with clear context.
• Collaborate across teams: Work closely with Engineering, Product, Customer Experience, and other departments to resolve customer challenges and improve team workflows.
• Drive knowledge sharing: Show initiative in learning about new features, update internal knowledge base articles, and proactively flag recurring issues or bugs.

What We’re Looking For

To succeed in this role, you should have:

• Experience in customer support, custeomer success, technical support, or a similar service-oriented role.
• Proven track record in delivering professional, empathic, and efficient customer service, balancing both functional questions and technical issues.
• Curiosity and patience – A genuine desire to support customers, adapt your communication based on the situation, and absorb product updates to continuously improve your service skills.
• Excellent time management – The ability to manage ticket queues, assign priorities based on urgency, and proactively flag blockers.
• Strong collaboration skills – A team-oriented mindset where you can effectively ask for support from team members or other departments when needed to move a ticket forward.
• Fluency in English and Swedish - Professional verbal and written proficiency in both English and Swedish is a requirement.

Bonus Points If You Have

• Tool proficiency – experience managing tickets and collaborating via tools like Freshdesk or Zendesk, Slack.
• Experience in fast-paced, high-growth working environments.
• Technical expertise related to eSign or Document Management related tools.

In this role, we see that you demonstrate strong skills in teamwork, continuous curiosity, adaptability, and exceptional communication. These skills will play a key role in our assessment and discussions during the recruitment process.

Don’t meet every single requirement? Apply anyway!

Studies show that women and people from underrepresented groups are less likely to apply for jobs unless they meet every qualification. At Scrive, we value diverse perspectives and encourage anyone who is excited about this role to apply.

Founded in Sweden in 2010, Scrive is a leading European provider of e-signature and identity solutions, trusted by 13,000+ customers across a wide range of industries.

Backed by Vitruvian Partners, we're scaling fast across the EU, with team members based across Europe and offices in Stockholm (HQ), Copenhagen, Berlin, Amsterdam, Oslo and Brno.

We offer the opportunity to be part of a company where your ideas matter and your contribution helps build the future of digital trust.