Customer Support Consultant

At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy. As our Customer Support Consultant, you are the first point of contact for customers using one or more of Aceve's platforms. You resolve questions and issues clearly, efficiently, and professionally, and you make sure every customer gets a consistent, high-quality experience. You take ownership from first contact to resolution, and you leave each customer better supported than before. You do this in close partnership with your Customer Support Team Lead / Manager and your colleagues, so that the whole support team works as one connected effort. This is a 9-month fixed-term position, with a chance of extension for the right person. We'd love for you to start in December, so if you're available then, we'd be glad to hear from you. About the role You report to the Customer Support Team Lead / Manager and handle inbound customer queries across phone and email, with an approximate 50/50 split between channels. You troubleshoot issues, guide customers through the Aceve platform(s), and find practical solutions that actually work for the people using them. You own your cases end to end, including follow-up and closure, and you escalate to specialists when technical input is needed while staying the customer's point of contact where applicable. Beyond solving individual cases, you notice patterns in what customers ask and struggle with, and you share those insights so that support, product knowledge, and ways of working keep improving. In that sense, you're not just answering questions - you're helping build a support experience that customers can rely on. What will you do You'll own execution across four areas - customer cases, product knowledge, team collaboration, and continuous improvement - to keep customers supported with consistency and care. Customer support & case ownership • Handle inbound customer queries via phone and email, with an approximate 50/50 split between channels • Troubleshoot customer issues and guide customers through the assigned Aceve platform(s) to identify and implement the right solution • Take end-to-end ownership of assigned cases, including follow-up and closure • Communicate solutions in a clear, practical, and customer-focused way • Escalate issues when specialist or technical input is required, while retaining ownership of customer communication where applicable Product knowledge • Maintain accurate knowledge of product functionality, updates, and relevant support processes • Apply your product knowledge effectively in every customer interaction • Stay current as the platform evolves • May act as a system contributor or local owner Collaboration & team performance • Collaborate with colleagues to maintain consistent service quality and customer experience across channels • Contribute to shared team quality, not only your own case volume Continuous improvement • Identify recurring questions, issues, and patterns • Share insights constructively with the team to support improvement of support processes and customer outcomes • Take on other related duties as required We believe you have • Proven experience in customer service, customer support, or a comparable customer-facing role • Relevant academic background or equivalent hands-on experience in a customer-facing environment • Experience working in a structured environment, with responsibility for managing multiple open cases or customer requests • Strong digital capability and the ability to learn new systems, tools, and processes quickly • A practical, solution-oriented approach to customer focus • A strong sense of ownership - you follow issues through to resolution and reliably close loops • Structure: you keep track of priorities, open actions, and follow-ups without letting details slip • Clear communication, adapted to the customer's needs • A collaborative mindset focused on team performance and shared quality • Learning agility - you build product knowledge quickly and keep it current • A continuous improvement mindset, with an eye for patterns and opportunities • Fluent in Danish and professional working proficiency in English Advantageous • Swedish language skills • Experience with software or systems used in the construction and/or installation industries • Experience supporting customers in a SaaS or other digital product environment Not ticking every box? No worries! We value potential and drive, so apply anyway or connect with us- you might be just what we're looking for in our growing organisation! Join Aceve and take your expertise to the next level, together we are redefining what’s possible in craft and construction solutions! Aceve is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our selection process is conducted continuously and without discrimination, ensuring an equal opportunity for all candidates.