Customer Care Agent

As a Customer Care Agent at Hubexo, you play a key role in ensuring our customers get the most value from our products. You are the first point of contact for support, onboarding, and everyday product guidance—helping customers resolve issues quickly, adopt our tools effectively, and build confidence in our solutions.Working closely with Customer Success Managers, you help maintain strong customer relationships by delivering timely support, spotting risks early, and contributing to an overall positive customer experience. Your work directly impacts retention, satisfaction, and long‑term customer success.What You’ll DoOnboarding & Product EnablementOwn the onboarding journey for new customers—including setup, data support, training, and first‑value deliveryDeliver product training sessions, webinars, and update briefings for digital‑tier customersProduce and maintain knowledge‑base content (help articles, tutorials, release notes, best‑practice guides)Customer Support & Ticket ManagementManage all inbound customer support ticketsDeliver accurate, clear, and empathetic resolutionsOperate SMART Chat (AI‑assisted support) to triage, respond, and escalate appropriatelyCustomer Insight & CollaborationHelp build a self-service knowledge base for our customersMonitor product usage and adoption trends across customer accountsFlag signs of risk (declining usage, recurring issues, stakeholder concerns) to Customer Success ManagersProvide structured reporting on customer needs, product challenges, and support trendsCollaborate closely with the Customer Success team to ensure alignment and a seamless experienceQualifications & ExperienceExperience in customer support, customer care, or customer success—preferably in B2B SaaSComfortable managing a high‑volume support queue while maintaining qualityStrong communication skills in a Danish and EnglishAbility to explain technical concepts in a customer‑friendly wayExperience with CRM systems and helpdesk/ticketing toolsSaaS or construction‑tech background is advantageous but not essentialSkills & AttributesCRM platforms (e.g., HubSpot)Product expertise and technical understandingData interpretation and usage monitoringTicketing workflows & SLA managementKnowledge‑base authoringStrong communication and active listeningEmpathy and customer‑focused mindsetProblem‑solving and analytical thinkingHigh attention to detailTeam collaboration