Job Title: Customer Support Agent (Remote | Danish & English)

Working Hours: 9:00 AM – 1:00 PM (CET/DK time)
Location: Remote (within CET time zone)

We need a customer-focused, empathetic, and solution-oriented Customer Support Agent.

You must be fluent in both Danish and English, with 2 years of experience in customer support and strong familiarity with Gorgias, our chosen support platform.

About Scandinavian Biolabs

Scandinavian Biolabs is a fast-growing brand in the functional cosmetics industry, creating effective, plant-powered hair and skincare solutions. We’re committed to transparency, sustainability, and a customer-first mindset.

As part of our remote team, you’ll play a critical role in delivering exceptional experiences to our community.

Job Description

As a Customer Support Agent, you’ll be the friendly, helpful first point of contact for customers reaching out via email and chat and phone. Whether it’s a product question, delivery issue, or return request—you’ll handle it with clarity, patience, and care.

Key Responsibilities

• Respond to customers via email and chat and phone in Danish and English
• Handle issues related to orders, shipping, subscriptions, and returns
• Resolve tickets efficiently while maintaining high customer satisfaction
• Use Gorgias to manage all support inquiries and maintain ticket quality
• Flag recurring issues or customer feedback to relevant teams
• Stay updated on product lines, policy updates, and promotions

Requirements

• Fluent in Danish and English (written and spoken)
• 2 years of experience in a customer support or service role
• Proficient in using Gorgias (required)
• Excellent written communication skills and a positive, calm tone
• Strong problem-solving abilities and customer-centric mindset
• Ability to work independently and efficiently in a remote setup

Hiring Criteria & Application Questions

We value communication, problem-solving, and ownership. To evaluate these fairly, please answer the following questions in your application:

1. Customer Communication

“Describe a time you had to handle a difficult customer. How did you de-escalate the situation?”

Evaluation (Likert Scale 1–5):
1 – Avoids question
2 – Vague response
3 – Basic example, partial resolution
4 – Clear example, uses empathy
5 – Strong de-escalation, empathy, and initiative

2. Problem-Solving & Process Adherence

“You receive a complaint about a product malfunction. What steps do you take to resolve the issue while aligning with company policy?”

Evaluation (Likert Scale 1–5):
1 – No structure or policy
2 – Limited process
3 – Basic steps, limited alignment
4 – Clear structure and adherence
5 – Proactive resolution feedback loop

3. Tool Proficiency

“How do you use Gorgias to stay efficient, resolve tickets faster, and maintain quality?”

Evaluation (Likert Scale 1–5):
1 – Doesn’t know Gorgias
2 – Vague understanding
3 – Knows features, limited insight
4 – Clear use of automation/macros
5 – Advanced use, improves workflow & CX

4. Ownership & Feedback Loop

“A customer keeps reporting the same issue. What do you do to prevent this from happening again?”

Evaluation (Likert Scale 1–5):
1 – Temporary fix
2 – Reactive approach
3 – Some awareness of prevention
4 – Shows initiative
5 – Ownership collaboration with team

Case Study (Optional, Strongly Encouraged)

Scenario:
You receive multiple complaints in one week about delayed deliveries from our new logistics partner. Some customers are angry and threatening to cancel subscriptions.

In your written response (max 500 words), describe how you would:

• Communicate with affected customers
• Escalate or collaborate internally
• Prevent future issues and retain customers

Scoring Rubric (15 points):

• Customer communication: /5
• Internal collaboration/escalation: /5
• Long-term process improvement: /5

Benefits

• Competitive hourly pay
• Fully remote position (within CET time zone)
• Flexible, part-time schedule (9–13 CET)
• Product discounts & wellness perks
• Friendly, international team
• Opportunities to grow into full-time or specialist roles

How to Apply

Send your CV and cover letter, answering the 4 required questions above, to [insert application email or link].
Please do not include a profile picture in your CV.

Job Type: Part-time

Pay: 155,00kr. per hour

Expected hours: 20 per week

Work Location: In person