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 Do
Onboarding & Product Enablement
Own the onboarding journey for new customers—including setup, data support, training, and first‑value delivery
Deliver product training sessions, webinars, and update briefings for digital‑tier customers
Produce and maintain knowledge‑base content (help articles, tutorials, release notes, best‑practice guides)
Customer Support & Ticket Management
Manage all inbound customer support tickets
Deliver accurate, clear, and empathetic resolutions
Operate SMART Chat (AI‑assisted support) to triage, respond, and escalate appropriately
Customer Insight & Collaboration
Help build a self-service knowledge base for our customers
Monitor product usage and adoption trends across customer accounts
Flag signs of risk (declining usage, recurring issues, stakeholder concerns) to Customer Success Managers
Provide structured reporting on customer needs, product challenges, and support trends
Collaborate closely with the Customer Success team to ensure alignment and a seamless experience
Qualifications & Experience
Experience in customer support, customer care, or customer success—preferably in B2B SaaS
Comfortable managing a high‑volume support queue while maintaining quality
Strong communication skills in a Danish and English
Ability to explain technical concepts in a customer‑friendly way
Experience with CRM systems and helpdesk/ticketing tools
SaaS or construction‑tech background is advantageous but not essential
Skills & Attributes
CRM platforms (e.g., HubSpot)
Product expertise and technical understanding
Data interpretation and usage monitoring
Ticketing workflows & SLA management
Knowledge‑base authoring
Strong communication and active listening
Empathy and customer‑focused mindset
Problem‑solving and analytical thinking
High attention to detail
Team collaboration