Full Time Customer Experience Agent (interim until November 2027)

Hey you,

Since you've ended up on this page, it must mean that you are interested in potentially working at Estrid! We are so honored. Let us take you through what this role and working with us could look like.

The long story short:

We won't lie - this is not your average company. We are a group of dreamers and doers, on a mission to create one of the world's greatest consumer brands. In these past years, we've done more than most thought possible and have established ourselve s as an outlier consumer case. But to be honest, we see this as only the beginning - and we would like you to join us in building the rest.

Your purpose & impact:

The Customer Experience Agent ensures that Estrid's customers receive world-class service across all digital touchpoints. The role exists to uphold Estrid's reputation for exceptional care and community engagement, transforming every customer interaction into a positive, loyalty-driving experience. By resolving issues efficiently, sharing customer insights, and supporting continuous improvement initiatives, this role directly contributes to customer retention, satisfaction, and brand love.

Some of the things you'll do:

• Handle customer tickets efficiently via Gorgias (email, chat, and other digital channels).
• Prioritize customer tickets and handle them with care, precision, and speed.
• Provide exceptional, empathetic, and solution-oriented communication to Estrid's customers.
• Identify recurring themes, technical issues, and customer pain points; report these to the CX team leads or relevant departments to drive cross-functional improvements.
• Contribute to ongoing team projects improving quality, automation, or efficiency.
• E.g. Maintain and improve CX documentation (e.g., team handbook, internal process guides).
• Support the training and optimization of Estrid's AI Agent.
• Track and reflect on individual KPIs such as QA score, CSAT, messages per hour, and response times.
• Manage a personal CX "mini-project" that supports the team (e.g., maintaining internal documentation, supporting AI ticket handling, improving workflows).

We think that you are:

• Empathetic and customer-obsessed communicator.
• Fast and precise writer with excellent attention to detail.
• A problem-solver who thrives in a digital and fast-paced environment.
• Organized, proactive, and self-sufficient
• Team-oriented, positive, and generous with energy and collaboration.
• Curious and eager to improve processes and tools.
• Bonus if you're fluent in any additional languages (German, Italian, etc.)
• Have experience in Gorgias, Shopify, Recharge, and other similar CX platforms

Environment you thrive in:

The Estrid culture isn't just a collection of inspiring quotes we pin to our walls - it's the foundation on which everything we do is built. The behavior of every person matters. Some of our values: Speed, Stay Hungry, High Standards, and Keep It Simple.

What you'll get:

From day one, you'll join an energetic team of customer-centric go-getters who never settle for simple support and who are always aiming for a best-in-class 360° customer experience. For the right person, there are great opportunities to develop and grow together with Estrid. The position is based at our office in Stockholm City. We work from the office five days a week, because we believe we build faster and better together.

Office & Colleagues:

We're a driven and ambitious team with offices in Stockholm and London. We're now around 70 full-time employees, one third of which have international backgrounds. Our corporate language is English.

Join us!

Estrid is an equal opportunity employer. We are committed to building a diverse and inclusive workplace, and you are welcome at Estrid for who you are. We believe that the more perspectives we have represented at our office, the more we will all thrive, grow, and bring value to the world. Our community is for everyone, and the same is true for our workplace.

If you're a dynamic, curious problem solver looking to elevate the everyday customer experience, please let us know!? We're looking forward to hearing from you!

Start asap. Full time until 1st of November 2027 (with the possibility of extension).

Stay kind,

Estrid