Customer Support Specialist (ES)

Customer Support Specialist (Spanish Speaking)

BE A PART OF CREATING A WORLD-CLASS CUSTOMER EXPERIENCE!

WHY ARE WE HIRING?

A member of our support team is moving back home, and we need to grow a new superstar to fill the void they leave.

IPAPER

At iPaper, we’re tired of seeing endless grids of products when shopping online. We believe there’s a better alternative. We believe that every business selling products should be able to attract, inspire and convert shoppers wanting to look around. 

We serve the Retail and Direct Selling industries, helping them create shoppable online experiences. 

Our 20 years of experience and product development allows us to help some of the largest brands in the world. In turn, it follows that our focus is on international enterprise companies, with high requirements to our long-term investments in quality, performance, stability, and experience.

Founded in 2006, we're no startup. We've done our best to merge the agility of a startup with the luxuries of an established company. We don't like bureaucracy, we're friendly, we're inquisitive, and we're dedicated. With 39 employees across 13 nationalities, we’re quite a diverse bunch and our corporate language is English. 

We have a modern and spacious office in the heart of Aarhus, but still with ample free parking spaces. On top of this, we've got a dedicated fun zone with a wide selection of games, as well as a huge terrace (where we like to grill burgers or hotdogs).

We care about our people and our culture, and we help each other to succeed every day as a team. We dedicate time to have fun and be social together or throw a party for any occasion! We support initiatives for socializing outside the office, such as a running club or a Thursday afternoon round of disc golf.

THE PRODUCTS

• Flipbooks is the classic PDF-based solution upon which iPaper’s customerbase was built.
  The product is mature, feature-rich, and still seeing global traction.
• Horizon is our next-gen product, with which we intend to disrupt the campaign planning and generation space.
  Based entirely on data and automations, it outputs fully branded and responsive campaign assets (currently only leaflets) at the click of a button.
  Horizon is currently in Exclusive Access - and you will play a vital role in rolling it out globally.

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, accuracy, 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 achieved a streak of 200 consecutive days of exclusively positive feedback.

That is over 6 months of perfect CSAT 💯 

We have maintained a stable NPS score of 85+ over several years.

When customers are asked what the primary reason for their score was, 78% respond with “Service”.

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 phone, email, chat, 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 across both products
• 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 are a native Spanish speaker, ideally from Latin America
• You have knowledge and experience of Latin American culture and working practices
• You are bilingual; speak and write English at a native level
• You can explain complex topics in easily understandable and concise language
• You are empathetic and emotionally intelligent 
• 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 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
• Code (any language, but optimally frontend)
• Web-technology and how the internet works

You will be ahead of the curve if you also have experience with:

• Graphic Design, Google Analytics, Online Marketing, Generative AI, 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, Dune (the original), 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?

• A hybrid work policy that supports balancing remote and on-location work
• A team of 7 brilliant technically and/or commercially gifted colleagues
• A CEO who helped write the first lines of code more than a decade ago, and thus understands the technical implications & opportunities in what we do as a business
• An established company with a proven track record, with none of the bureaucracy that comes with larger corporations
• A very diverse workplace with 39 employees across 13 nationalities
• A big focus on culture, emphasized by our dedicated VP of People & Culture
• Modern and spacious office in the heart of Aarhus, optimized to support hybrid work and on-location collaboration
• To support maximum flexibility, we offer Dabba, enabling you to choose your lunch daily
• A place where you’re expected to influence the product and the customer journey
• Ongoing focus on learning and development, to help you improve your skill-set
• An established career path, for the right mind- and skill-set
• A company eNPS score ranging from 58 to 85 (what is this?)
• If you're curious and want to see everything else we offer, feel free to take a look at our
  public employee handbook
  

WHAT YOUR FUTURE COLLEAGUES SAY?

Gonzalo, Support Lead

• Enjoys being the bridge between the customer and the developers. It is the perfect balance between being able to talk to and support people while also doing technical stuff.
• Loves the Customer Care team and that his voice is valued on the team.

Arantxa, Customer Support Specialist

• Appreciates the fight between machine and man and that no two days are alike.
• Enjoys being able to help customers with best practices which can be anything from statistics, to code to tactics.
• Loves the healthy work culture at iPaper.
• Watch a video with Arantxa’s iPaper experience

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 the 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 THE PERSON YOU WILL BE TAKING OVER FOR SAYS?

Agustin, Customer Support Specialist

• Enjoyed how the role allowed 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.
• Found 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.

WHERE IS THIS?

This is an on-site position, requiring you to live in commuting distance to our office (Aarhus, Denmark).

Our work from anywhere policy enables you to work from home and even occasionally from abroad, when life requires it - but this is not a remote position.

You will start out 5-days-a-week in our office as you are being onboarded, to ensure the most effective learning and bonding with your team.

ONBOARDING

Within the first hours of your employment, you take ownership of your first project; your onboarding plan.

An elaborate series of introductions, learnings and self-studies, designed to take you from zero to success in as short a time as possible.

THE CONSTELLATION

You will report to our Chief Success Officer, who leads our Customer Care teams (Support, Success and Enablement). The CSO will oversee your onboarding, 1:1’s and career development.

WHAT TO EXPECT FROM YOUR LEADER

Rune leads with trust - and values effort and attitude above all.

While his expectations for his teams are high, he makes them clear and actionable.

Feedback will be frequent, and concrete whenever possible.

Regardless of the skillset you bring, if you’re coachable and show dedication, we will invest into making a star out of you.

APPLYING

Instead of resumes and cover letters, simply send us your name, LinkedIn profile and answer a couple of questions, then we will start the conversation from there.

We expect to conduct physical interviews in September, with job start soon after.

HIRING PROCESS AND FAQ

Find insight into our hiring process and answers to many of your questions here.

This post is really long. It’s intentional. If you've made it this far, we might have awakened something in you. Something you want to be a part of.

Now, go forth and answer a few questions using your exceptional, jaw-dropping wit 🙏

May the Force be with you.