Customer Support Agent

Join Eletive to build workplaces where people thrive! 💜

Did you know that engaged employees feel a stronger sense of meaningfulness in their work and are 3x more likely to stay with their company? At Eletive, we believe engaged employees are the key to thriving organizations. That’s why our vision is simple: a world where people thrive at work and feel motivated and empowered to perform at their best.

Eletive is not just our company name—it’s also the name of our intelligent People Success Platform. Our platform helps organizations measure and increase engagement, fostering workplaces where people truly thrive.

We’re on an exciting scale-up journey with ambitious global growth plans—and that’s where you come in!

What's the role about? 💻

As our new Customer Support Agent, you’ll play an important role in delivering an outstanding customer experience and helping our customers get the most out of the Eletive platform. You'll combine hands-on customer support with ownership of the AI Agent in our ticketing system, ensuring that both human and AI-powered support deliver accurate, helpful, and high-quality responses.

You'll be responsible for resolving customer issues, maintaining and improving our support resources, and continuously optimizing how we deliver support. Working closely with Customer Success, Product, and Development, you'll help identify recurring issues, improve our processes, and ensure our customers feel supported and confident when using Eletive.

Your key responsibilities will include:

• Delivering Outstanding Customer Support: Act as a key point of contact for customer inquiries across tickets, phone, chat, and other support channels. Take ownership of customer issues from the first interaction through resolution, ensuring clear communication, realistic expectations, and timely follow-up.

• Troubleshooting and Problem-Solving: Investigate and resolve product-related issues using a structured approach. Escalate complex or unresolved cases when needed and collaborate with internal teams to find effective solutions.

• Owning and Improving Our AI Agent: Take ownership of the AI Agent in our ticketing system, which provides first-line answers to incoming tickets and chats. Regularly review its responses, improve its instructions and knowledge sources, and ensure its answers are accurate, clear, and aligned with Eletive’s tone of voice.

• Optimizing AI-Powered Support: Define and maintain guidelines for what the AI Agent can answer, when it should hand over to a human agent, and how it should escalate issues. Monitor its performance and customer feedback, identify gaps, and continuously improve its effectiveness.

• Building Better Self-Service Resources: Create, maintain, and improve Help Center articles, guides, and internal documentation. Identify gaps in our self-service content and help customers find accurate answers independently, reducing avoidable support requests.

• Collaborating Across Teams: Work closely with Customer Success, Product, and Development to share customer feedback, identify recurring issues, test new features and fixes when needed, and contribute to continuous improvements in our platform, support processes, and customer experience.

To thrive in the role we believe that you … 🌟

• Have a bachelor's degree in a relevant field or equivalent experience in customer service or technical support.

• Have strong written and verbal communication skills and enjoy helping customers solve problems.

• Are highly customer-centric and service-minded, with a genuine interest in creating positive customer experiences.

• Are structured, detail-oriented, and organized, with the ability to manage multiple tasks and priorities simultaneously.

• Have strong analytical and problem-solving skills and enjoy investigating issues to find practical solutions.

• Are interested in AI and automation and enjoy evaluating, refining, and improving AI-generated responses.

• Are responsive, open to feedback, and eager to learn and develop your product and technical knowledge.

• Enjoy working collaboratively with different teams and sharing knowledge to help others succeed.

• Are fluent in English, our common language for meetings and internal communication.
  

• Are aligned with our Core Values:

  • We Grow Together: You enjoy collaborating with others, sharing knowledge, and contributing to a supportive team environment.

  • We Innovate and Iterate: You look for ways to improve support processes, documentation, and the customer experience.

  • We Lead Ourselves: You take ownership of customer issues, follow through on commitments, and proactively drive tasks to completion.

This role requires authorization to work in Sweden as it’s based in Sweden. We are unable to provide visa sponsorship at this time, but we welcome applications from everyone eligible to work in the EU.

Why Eletive? 💜

At Eletive, we believe in creating a workplace where everyone can do their best work and enjoy a supportive, dynamic environment. This is what you can expect when joining us:

• Be part of a team with diverse interests and backgrounds, united by a shared mission to make workplaces better. We speak many languages but we all unite in English in our meetings and internal communication.

• Hybrid work setup, flexible hours, and two weeks a year to work fully remote from anywhere in the world.

• Six weeks of vacation, a wellness grant, insurance package, and lots of snacks to keep you energized.

• Our Malmö office is just three minutes from the central station, featuring a rooftop terrace, play area, and even a workout station.

• Enjoy fika, Friday breakfasts, kickoffs, after works, and much more.

We'd love to hear from you!
Send in your application already today - we review applications continuously.