Customer Success Agent with solid technical understanding and the customer in focus

Are you passionate about world-class customer service? Do you have a strong technical understanding and can make complex IT solutions easy to understand? And do you have experience with customer support in a SaaS or IT company? Then we have an exciting job as Customer Success Agent at Mileage Book.

Role

At Mileage Book we follow our customers' journey from start to everyday usage. As Customer Success Agent you will be an important part of our Customer Success team of five talented colleagues. Here you help customers get off to a good start, guide them in our software and ensure they get the most out of the solution.

It requires solid technical insight, broad business understanding and that you are good with people. You must be able to understand how our software and customers' configurations work, be curious about what happens behind the screen, and not be afraid to investigate things further.

You don’t need to be a developer. But you should have a natural interest in IT, systems and contexts and a desire to dig a little deeper when necessary.

You report to our Customer Success Manager.

Our customers and your tasks

Our customers range from larger private companies to municipalities, regions and government institutions. No customers are the same. A company with service vehicles has different needs than a municipality with home care, pool cars and thousands of users, and with many customers you will need to speak with both fleet manager, payroll office and IT department.

You help customers tailor the solution to their organization and workflows. You troubleshoot registrations, approval flows and data transfer to payroll and financial systems. And you ensure that both administrators and users feel secure with the solution.

Responsibilities

• Customer support: be the friendly and efficient point of contact for our customers by phone and email.
• Technical problem solving: help customers get the most out of our software and find solutions with your technical understanding. You collaborate with colleagues and developers when extra technical insight is needed.
• Onboarding of customers: get new customers off to a good start with setup, configuration, training and guidance in Mileage Book.
• Retention and customer care: follow up with customers, understand their needs and help them get full value from the solution. You also collect feedback and identify opportunities for optimization.
• Product knowledge: build a strong understanding of Mileage Book and stay updated on new features and changes.

Who are you?

We imagine that you

• have at least 2-3 years of professional experience in customer support, preferably within SaaS, IT or software.
• are curious about how systems and solutions fit together, and quickly grasp new systems and workflows.
• are service-minded and meet customers with presence, understanding and a smile.
• have strong communication skills in both written and spoken form and can explain technical solutions so everyone can understand them.
• are solution-oriented, take responsibility and thrive on seeing a task through to the end.
• work in a structured and independent way and maintain an overview, even when you have many balls in the air.
• have an eye for the customer’s business and for how our solution can create value.
• speak and write Danish and English at a professional level. It’s an advantage if you also speak Norwegian or Swedish.
• are a flexible team player who listens, shares knowledge and steps in when colleagues need an extra hand.

We offer

• An ambitious, specialized and dynamic growth team with a healthy feedback culture.
• Thorough training in our product, customers, processes and systems.
• A varied daily life with customer contact, onboarding, technical solutions and customer care.
• Opportunity to take responsibility and ownership of your work.
• A workplace in the center of Silkeborg with parking right at the door.
• Lunch scheme.
• A salary package based on qualifications, including pension and health scheme.
• Social events such as annual parties, Friday for good vibes and other staff events.

Who are we?

Mileage Book is mobility software for companies on the go. Our platform consolidates fleet management, pool cars, mileage and travel accounting and time tracking in one place, and we are one of the strongest brands in Denmark in the field.

We are a growth company founded in 2014 and have been named Gazelle company for the last 7 years in a row.

We are a strong and dedicated team of just under 30 employees based in Silkeborg. Our culture is characterized by trust, respect and collaboration, and our values Collaboration, Ownership, Drive and Ambition are a natural part of everyday life. We work closely, take responsibility and have ambitions to continually become better, together.

The practical

• Scope: full-time.
• Workplace: our office in Silkeborg. We believe in the value of being close to each other in daily life and the strength of teamwork. Therefore we typically work from the office and do not offer fixed remote days. However, we have a flexible approach to the workday, with room for tasks, collaboration and the individual employee's needs.
• Start: no later than January 1, 2027.

Your application : Briefly tell how you have succeeded with technical problem solving and customer care, preferably with concrete examples from your experience.

Send your application and CV to our People & Culture consultant, Jane Schumann, at [email protected]. We process applications and invite to interviews on an ongoing basis.

If you have questions about the recruitment process, you can contact Jane at 42 68 28 00. If you have questions about the position, you can write to Customer Success Manager Ninna Degn at [email protected].

We look forward to receiving your application!

We do not welcome inquiries from recruitment agencies regarding this posting.