Customer Support Consultant

The role

You will handle inbound customer queries via phone and email to resolve issues and guide users through Aceve platforms. You will take end-to-end ownership of cases and identify patterns to help improve support processes.

What you will do

• Handle inbound customer queries via phone and email
• Troubleshoot customer issues and guide customers through the assigned Aceve platform(s)
• 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
• Maintain accurate knowledge of product functionality, updates, and relevant support processes
• Collaborate with colleagues to maintain consistent service quality
• Identify recurring questions, issues, and patterns
• Share insights constructively with the team to support improvement
• Take on other related duties as required

Required qualifications

• 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
• Structure to keep track of priorities, open actions, and follow-ups
• Clear communication, adapted to the customer's needs
• A collaborative mindset focused on team performance and shared quality
• Learning agility
• A continuous improvement mindset
• Fluent in Danish and professional working proficiency in English

Nice to have

• 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

About the company

Aceve builds digital tools for people who construct and maintain the physical world. They are an AI-first company with over 900 employees across 8 countries.