Customer Success Associate

Do you love solving issues and questions from people in the most friendly industry? Want to be part of an international startup team in hospitality? Great, we like you already!

Millions of travellers are frustrated about forgetting their belongings. Faundit turns painful experiences into positive outcomes for 1,000 hotels, parks, bars, rental cars and more all over Europe.

We are looking for equally ambitious and driven colleagues who also believe that technology solves actual headaches in a traditional industry. Is that you?

Our members - typically hotels - love us because we simplify the hotel operation and free up time for hotel staff to focus on more rewarding tasks. Meanwhile, they automatically do an extra effort for guests with a positive and memorable service.

The job will allow you to take charge of:

• Supporting inquiries from hotels and guests.
• Onboarding members all over Europe.
• Keep members engaged and regularly using our service.
• Meeting members online and in person.
• Build and keep optimising our structure.

1. Supporting inquiries from hotels and guests.

People have questions. Sometimes the fully automated Faundit process has hiccups, either something we solve case by case or something we can look to improve on. Solving the inquiries as quickly as possible ensures that the experience remains positive.

Don’t be afraid to pick up the phone and call our members or shipping partners for insights into how we can solve this. We are here to ease the burden of our members, why it is vital that we can deal with any issues that may arise as the setup of sending packages from A to B can be quite complex.

2. Onboarding members all over Europe.

You are already a part of the sales process and will be an instrumental part of onboarding new members. This includes training calls with the staff and responding to questions via chat or mail.

3. Keep members engaged and regularly using our service.

Happy members mean everything to us. Build relations with them and make sure everything is crystal clear. Introduce them to new Faundit benefits and ensure that they get the most out of their Faundit account. When we build relations with our members, we typically see spillover effects in referrals and upselling – and keep our churn low!

4. Meeting members online and in person.

You will take an active part of our customer journey with primary focus towards the final part related to activation, retention and referral. This can range from onboarding online or in person to connect with hoteliers to write customer stories.

5. Build and keep optimising our structure.

As innovators in the industry, we must not forget to innovate internally. Identify and implement new tools and processes that will improve our service and internal structure.

We don’t like to do the same thing repeatedly, so look into how we also can automate our support tickets.

What we can offer you:

• Flexible hours position based centrally in Aarhus. We are open to both a full-time and part-time position.
• No forced working hours - we understand that we are all different and flexibility in our daily lives is important.
• The chance to expand your network in Hospitality.
• A fun, casual and low-hierarchy company environment with social events.
• We offer flexible work-from-home options, though we highly value your presence in the office.
• Grow within our company and expand your skillset and toolbox.
• Opportunities to grow and take on new challenges in other areas you’re passionate about.
• Pet friendly environment.

We like you even more if you:

• Are service-minded and independently find solutions to problems and implement them.
• Have strong written and communication skills. We love multilingual team members, so multiple language skills are a plus, fx in German. 
• Are innovative and can identify improvements.
• Are outgoing and like to meet and understand new people.
• Don’t settle for okay but want to follow every case to the finish line.
• Have a good eye for detail and are thorough in your work.
• You can drive projects singlehanded and embrace the responsibility but are not afraid to ask for help.

If you think we need you on our team, then reach out to Lucía (lucia@faundit.com) with your resume and a brief description of why you could be a good fit for this position. Please note that this position is on-site in Aarhus, so we will not be considering remote applicants.