Customer Support Consultant (SaaS)

Location: Copenhagen, Denmark; hybrid workplace

Company

Aceve builds digital tools for electricians, plumbers, and contractors across Europe, with more than 900 employees in 8 countries, leading brands in 7 customer markets, and over €100M in revenue.

What you will do

• Handle inbound customer queries by phone and email, with an approximate 50/50 split between channels.
• Troubleshoot issues, guide customers through Aceve platforms, communicate practical solutions, and own cases through follow-up and closure.
• Escalate cases requiring specialist or technical input while retaining customer communication ownership where applicable.
• Maintain current product and support-process knowledge and contribute as a system contributor or local owner when needed.
• Collaborate with colleagues to maintain consistent service quality and shared team performance.
• Identify recurring questions and issues, share insights, and support continuous improvement of processes and customer outcomes.

Requirements

• 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 and managing multiple open cases or customer requests.
• Strong digital capability and the ability to learn new systems, tools, and processes quickly.
• Practical, solution-oriented customer focus, strong ownership, and reliable follow-through to resolution.
• Ability to track priorities, open actions, and follow-ups without losing details.
• Clear communication adapted to customer needs, a collaborative mindset, learning agility, and a continuous improvement mindset.
• Fluent Danish and professional working proficiency in English.

Nice to have

• Swedish language skills.
• Experience with software or systems used in the construction or installation industries.
• Experience supporting customers in a SaaS or other digital product environment.

Culture & Benefits

• 9-month fixed-term position with a possibility of extension.
• Hybrid work arrangement in Copenhagen.
• Start planned for December, subject to availability.
• AI-first organisation working with grit, openness, and a good dose of joy.
• Inclusive, equal-opportunity workplace committed to diversity and non-discriminatory selection.

Hiring process

• Applications are reviewed continuously.
• Candidates who do not meet every listed requirement are still encouraged to apply.