Customer Support Specialist

We Care, We Challenge, We Commit, We Collaborate

Join Scrive and be part of an international, fast-growing company headquartered in Stockholm, Sweden. Collaborate with smart, caring, and driven colleagues across Europe as we shape the Scrive story. 🚀

The opportunity
We are currently looking for a Technical Support Specialist to join our team and play a key role in deliveringfast, accurate, and caring service to our customers across Europe. This role is an exciting opportunity to act as the first point of contact for our users, driving customer satisfaction, contributing to overall product success through cross-team collaboration.

📍The role will be based in Stockholm or Copenhagen (Hybrid), and you will report to the Head of Customer Support.

As a Technical Support Specialist, you will:

• Managing customer interactions: Triage and handle support tickets via our help center (Freshdesk) across email, and phone, providing clear, caring and timely communication.
• Investigate and escalate: Answer routine inquiries using existing resources, and accurately identify and escalate complex technical issues to second-line or technical teams with clear context.
• Collaborate across teams: Work closely with Engineering, Product, Customer Experience, and other departments to resolve customer challenges and improve team workflows.
• Drive knowledge sharing: Show initiative in learning about new features, update internal knowledge base articles, and proactively flag recurring issues or bugs.

What we're looking for
To succeed in this role, you should have:

• Experience in customer support, technical support, or a similar service-oriented role.
• Proven track record in delivering professional, empathic, and efficient customer service, balancing both functional questions and technical issues.
• Curiosity and patience - A genuine desire to support customers, adapt your communication based on the situation, and absorb product updates to continuously improve your service skills.
• Excellent time management - The ability to manage ticket queues, assign priorities based on urgency, and proactively flag blockers.
• Strong collaboration skills - A team-oriented mindset where you can effectively ask for support from team members or other departments when needed to move a ticket forward.
• Fluency in English and Swedish - Professional verbal and written proficiency in both English and Swedish is a requirement.

🌟 Bonus points if you have:

• Tool proficiency - experience managing tickets and collaborating via tools like Freshdesk or Zendesk, Slack.
• Experience in fast-paced, high-growth working environments.
• Technical expertise related to eSign or Document Management related tools.

In this role, we see that you demonstrate strong skills in teamwork, continuous curiosity, adaptability, and exceptional communication. These skills will play a key role in our assessment and discussions during the recruitment process.

Don't meet every single requirement? Apply anyway! Studies show that women and people from underrepresented groups are less likely to apply for jobs unless they meet every qualification. At Scrive, we value diverse perspectives and encourage anyone who is excited about this role to apply.