Customer Advisor, UK & NL

We are looking for a Customer Advisor to join our international team in Copenhagen. Our new Customer Advisor will support both the UK and the Dutch markets, delivering unparalleled and timely support that keeps our customers delighted. Through providing support and guidance, you empower our customers to use Famly effectively. As the first point of contact for customer inquiries, you play a key role in ensuring customer satisfaction and customer loyalty 🎯 As a Customer Advisor at Famly , you are responsible for delivering human support that's actually human. You're catching us at an inflection point with the fundamental nature of customer advisory evolving before our eyes. With AI handling routine queries, the days of being a librarian pointing to the right shelf are over; we are now looking for detectives. You will empower our customers to use Famly effectively by stepping in precisely where the automation ends, tackling the complex, technical edge cases that require deep forensic analysis. This role is not for those seeking the rhythm of repetitive quick wins; it is for resilient puzzle solvers ready to navigate the hardest questions our customers can ask. You’ll be joining 18 other teammates who support markets across the world. Together, you’ll make sure that all customers have a first-class experience when contacting Famly. You’ll also be working closely with our Customer Success team, who help our customers get started on the platform, as well as our Key Account Managers, who handle the accounts of the larger organisations using Famly. What you'll be doing 🛠️:

• Offer expert guidance through written and phone support to help our customers get the most out of Famly.
• Track and report customer feedback and issues to improve product or service quality.
• Assist in customer feature research with Product and Engineering teams.
• Identify upsell opportunities and churn risks, and notify the relevant teams for follow-up when necessary.
• Help to maintain a comprehensive knowledge base and CRM.

🔥 What excites us about you:

• Fluent English speaker and native Dutch speaker
• Strong written and verbal communication skills.
• Ability to explain complex topics simply.
• Tech savvy and comfortable learning new systems and tools.
• Innovative and quick at coming up with creative solutions and effective ways to guide customers.
• Excellent interpersonal skills, both when engaging with customers and collaborating with colleagues.
• Service-minded, patient, proactive, and truly interested in providing a great customer experience.
• A healthy understanding of how the customer experience fits into the broader commercial strategy at Famly.

➕ Bonus! If you:

• Have experience in or passion for the childcare industry

🚀 What excites you about being a CA:

• Effective triage and resolution of customer issues with minimal escalation.
• Close collaboration with Product and Engineering teams to translate customer feedback into actionable bug tickets and or feature requests.
• Constantly looking for ways to improve our process in service of the customer’s experience.
• Delivering delight!

👤 You are:

• Empathetic Problem-solver: You genuinely care about helping customers and can navigate sensitive situations with understanding.
• Detail-Oriented: You ensure accuracy and thoroughness in every interaction and piece of documentation.
• Calm Under Pressure: You remain composed and focused, even in high-pressure situations or with demanding customers.
• Team Player: You thrive in collaborative environments and work well across teams to solve problems.
• Curious & Adaptable: You’re eager to learn and keep up with changing technologies and processes.

We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application. 👯 You’ll be working with A team of friendly, supportive and dedicated Customer Advisors, who pick each other up on tough days and never stop pushing the limits. We come from all over the world, but what connects us is our passion for what we do—and the joy of doing it together. Expect high energy, tons of support, a few (OK, many) Slack GIFs, and an obsession with both hitting goals and having a good time. 💚 About Famly At Famly, we're on a mission to give children the best possible start to life by supporting the people who make that happen every day: early-years professionals. It all started when our co-founder Henrik dropped off his daughter at daycare and realised how much was still being done with pen and paper—and how distant that made him feel from her day. Together with Anders, now our CEO, they set out to build software that bridges that gap. Today, Famly is used by 34,000+ childcare professionals and hundreds of thousands of parents to:

• Communicate in real-time
• Reduce admin stress
• Improve planning, pedagogy, and finances
• And ultimately, give more time to the little ones that matter most

Want to help us do even more of that? We’d love to have you. 💜 Why you’ll love working here:

• You’ll be surrounded by clever, kind people who support each other
• We give you ownership - freedom to try new things, backed by trust
• Top-tier equipment (noise-cancelling headphones included)
• Onsite learning from peers, leaders and coaches as well as regular team and company activities
• Ongoing personal and professional development beyond sales skills
• A mission you can believe in - and see the impact of daily

📋 The interview process Here’s what to expect:

• Intro call with a member of the People & Talent team
• Rational thinking test
• Interview with Michelle, Global Customer Advisory Manager
• Preparation of skills test
• Presentation and onsite visit with the members of the team, followed by a meeting with Sam, Global Director of Customer Advisory.

📬 Ready to apply? We’re hiring right now, so don’t wait around.

• Your CV, and
• Tell us what excites you about Famly and why you’d be a great fit, by putting pen to paper or recording a short video.

🧐 Want to know more -> The inside scoop on Famly Wanna get to know Famly even better? Then have a look at our website to learn more about:

• our product and our mission
• our company and who we are
• our company values
• what it's like working at Famly

Want to get know more about how we work in Famly? One of our builders, Matthew Fitzsimmons talking about how he, and the other builders are working with AI. Our CEO, Anders Laustsen talking about embracing AI. We look forward to hearing from you! Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly to not discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.