Customer Support Specialist

BambooHR Privacy Policy Job Openings Customer Support Specialist (SaaS) Customer Care - Aarhus C, Østjylland (Hybrid) BE PART OF CREATING A WORLD-CLASS CUSTOMER EXPERIENCE! TL;DR Nope. Read it all to know if we are a match IPAPER At iPaper, we help retailers create better online shopping experiences. For years, we’ve been the go-to platform for turning static PDFs into interactive, shoppable catalogues. Now, with Horizon, we’re taking it further, transforming product feeds into scrollable, mobile-friendly leaflets designed for today’s digital-first shoppers. We’re a company of 33 people across many nationalities, based in Aarhus. We’re friendly, down-to-earth, and a little nerdy (in the best way). We genuinely enjoy spending time together - whether it’s solving tricky bugs, celebrating a launch, or sharing cake in the kitchen. Our office is built for both focus and fun - think foosball and pool table, PlayStation, rooftop terrace, spontaneous grill sessions, and plenty of other social events small and large We’ve been around since 2006, so we’re stable and profitable, but we’ve kept part of that startup energy — agile, curious, and full of heart. Our 20 years of experience and product development allows us to help some of the largest brands in the world. You’ll be part of a company that cares deeply about the work and the people doing it. WHAT IS CUSTOMER CARE AT IPAPER? We believe in the idea of “support-driven growth". Our priority is securing long-term relationships with our customers and putting their success at the center of our operations. We believe that true sustainable growth for iPaper is a byproduct of putting our customers and their needs first. Our Customer Care team is bound together by a passion for turning support into an experience of empathy, curiosity, efficiency, and fun! (and the “occasional" GIF to match the situation). This is not any regular Customer Support job. And by no means any regular support team. Our ambitions are sky-high, and our users love us for it. Team achievements The experience we provide to our customers is the foundation of our success - and the Customer Care team is at the heart of it. Intrigued? Read on… WHAT IS THE JOB? You are the reactive part of Customer Care - ready to assist, advise and delight on demand. You are the technical partner, assisting Customer Success in onboarding customers across both products. You offer guidance, best practices, and smiles—in an ever polite, patient and happy tone. You engage with customers via chat, email, phone, video calls and even async video (Loom). You build awesome Automations, leveraging an advanced codebase as building blocks, and tailor each XML configuration to fit the individual needs of the customer. Your mission - should you choose to accept it - is to create a positively frictionless experience for everyone you interact with. Some of your tasks will be to: Provide best-in-class support to customers Help implement solutions across customer infrastructures Educate, inspire and empower customers to ensure they succeed with iPaper Own the customer experience and work to exceed their expectations Act as a product expert and a source of knowledge, for customers and colleagues alike Expect a steep learning curve. Regardless of your background, you will not be a superstar within weeks or even months, but we will do our best to help turn you into one. WHO ARE YOU? Internet savvy, web-aficionado, problem-solving, information-seeking, courteous. To succeed in this role: You speak and write English at a native level You have experience with code - enough to comfortably read, understand, troubleshoot or adapt technical configurations You can explain complex topics in easily understandable and concise language You are empathetic and emotionally intelligent You are structured with a high sense of ownership You possess marketing & business acumen You think ahead, foreseeing the next challenge and offer the solution before it's needed You like to tinker and have an innate interest in technology You use AI fluently in your daily life, designing your workspace and prompts to achieve continuously better, and more reliable results You are not afraid of new challenges, and have the resilience to stick with a topic until you have learned it And you have experience with: Tech support in a SaaS environment Web-technology and how the internet works Big plus if you also have experience with: Intercom, Graphic Design, PDF files & print, Google Analytics, Online Marketing, Video Creation To fit in with the team, it helps if you enjoy: Christmas (Rune whistles jingle bells year round), tacos, tea (real stuff, not like… Lipton), Star Wars, banter, GIFs, wine, cake, pranking people, beer, dark humor, Rocket League, Mortal Kombat & foos. Even though we are a Danish company operating in Denmark, Danish skills are not a requirement :) WHAT WE OFFER? WHAT YOUR FUTURE COLLEAGUES SAY? Gonzalo, Support Lead Enjoys turning complex customer problems into clarity - whether through troubleshooting, communication, process improvements or collaboration across teams. Loves that Customer Care at iPaper is not treated like a traditional support function, but as a team that helps shape both the customer experience and the product itself. Arantxa, Customer Success Manager Agustin, Customer Support Specialist Enjoys how the role allows him to both interact with customers and isolate himself to troubleshoot code blocks and find solutions. Loves the social aspect of iPaper—not just a casual Mortal Kombat match or a drink after work, but also how the company encourages people to organize activities and build relationships across all teams. Find this to be a role where you'll interact with every single area of the company. If you're curious and open, you can learn a lot of cool stuff from experts in their fields. Lasse, Product Owner In the role of Customer Support Specialist, I developed a strong understanding not only of iPaper’s product, but also of the businesses who rely on them. Combined with insight into iPaper’s business goals, the experience gave me the confidence and skills to step into a new challenge — as Product Owner. Thinks the culture at iPaper is genuinely amazing. Loves that we can work from home when we need to - but the office is such a great place to be, you will want to go. WHAT WILL THIS ROLE TEACH YOU? Build skills that compound across teams The role teaches you how customers think, how products work, and how strong communication connects the two. Expectation management - You learn when to solve, when to explain, when to escalate, and when to say no clearly. Judgment under ambiguity - Customers rarely describe problems perfectly; you learn to separate symptoms from root causes. Influence without authority - You often need Product, Engineering, Success, or customers to act, without “owning" them. Technical confidence - Not just knowing code, but becoming comfortable investigating unfamiliar systems. Commercial empathy - You learn why a “small issue" can matter a lot when campaigns, revenue, or customer deadlines are involved. Calm ownership - The role trains you to stay structured and constructive when something is unclear, urgent, or broken. WHERE CAN THIS ROLE TAKE YOU? We invest in people who invest in the journey If you bring the attitude, values, and drive, we’ll help you build the skills and find the path. Product - You build customer insight, product intuition, and the ability to translate pain into better solutions. Engineering / Technical roles - You gain practical experience with systems, troubleshooting, automations, APIs, and implementation logic. Customer Success - You develop the technical, commercial, and advisory skills needed to guide customers strategically. Enablement / Education - You learn how to turn repeated questions into training, documentation, onboarding, and scalable guidance. Leadership - Support builds prioritization, communication, empathy, ownership,