Customer Support Specialist (SaaS)

BE PART OF CREATING A WORLD-CLASS CUSTOMER EXPERIENCE!

TL;DR

Nope. Read it all to know if we are a match 🤓

IPAPER

At iPaper, we help retailers create better online shopping experiences. 

For years, we’ve been the go-to platform for turning static PDFs into interactive, shoppable catalogues. 

Now, with Horizon, we’re taking it further, transforming product feeds into scrollable, mobile-friendly leaflets designed for today’s digital-first shoppers.

We’re a company of 33 people across many nationalities, based in Aarhus. 

We’re friendly, down-to-earth, and a little nerdy (in the best way). We genuinely enjoy spending time together - whether it’s solving tricky bugs, celebrating a launch, or sharing cake in the kitchen.

Our office is built for both focus and fun - think foosball and pool table, PlayStation, rooftop terrace, spontaneous grill sessions, and plenty of other social events small and large 🔥

We’ve been around since 2006, so we’re stable and profitable, but we’ve kept part of that startup energy — agile, curious, and full of heart. Our 20 years of experience and product development allows us to help some of the largest brands in the world. 

You’ll be part of a company that cares deeply about the work and the people doing it.

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, curiosity, 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 achievements

• A streak of 200 consecutive days of exclusively positive feedback
  That is over 6 months of perfect CSAT 💯 


• Maintaining 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”.


• CSAT over the past 24 months: 99.5%

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 chat, email, phone, 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


• 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 speak and write English at a native level


• You have experience with code - enough to comfortably read, understand, troubleshoot or adapt technical configurations


• You can explain complex topics in easily understandable and concise language


• You are empathetic and emotionally intelligent 


• You are structured with a high sense of ownership


• 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 use AI fluently in your daily life, designing your workspace and prompts to achieve continuously better, and more reliable results


• 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


• Web-technology and how the internet works

Big plus if you also have experience with:

• Intercom, Graphic Design, PDF files & print, Google Analytics, Online Marketing, 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, 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 6 brilliant technically and/or commercially gifted colleagues


• An established company with a proven track record, with none of the bureaucracy that comes with larger corporations


• A very diverse workplace with 33 employees across 8 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 of 78 / Team 100 (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 turning complex customer problems into clarity - whether through troubleshooting, communication, process improvements or collaboration across teams.


• Loves that Customer Care at iPaper is not treated like a traditional support function, but as a team that helps shape both the customer experience and the product itself.

Arantxa, Customer Success Manager

• Loves the cross-departmental collaboration and looking at the same product or problem from different angles.


• Enjoys the balance between technology and people, where every day brings new challenges and opportunities to make a positive impact on customers’ day-to-day.


• Values and cherishes the healthy and supportive work culture at iPaper.


• Watch a video with Arantxa’s iPaper experience

Agustin, Customer Support Specialist

• Enjoys how the role allows 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.


• Find 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.

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 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 WILL THIS ROLE TEACH YOU?

Build skills that compound across teams

The role teaches you how customers think, how products work, and how strong communication connects the two.

• Expectation management - You learn when to solve, when to explain, when to escalate, and when to say no clearly.


• Judgment under ambiguity - Customers rarely describe problems perfectly; you learn to separate symptoms from root causes.


• Influence without authority - You often need Product, Engineering, Success, or customers to act, without “owning” them.


• Technical confidence - Not just knowing code, but becoming comfortable investigating unfamiliar systems.


• Commercial empathy - You learn why a “small issue” can matter a lot when campaigns, revenue, or customer deadlines are involved.


• Calm ownership - The role trains you to stay structured and constructive when something is unclear, urgent, or broken.

WHERE CAN THIS ROLE TAKE YOU?

We invest in people who invest in the journey
If you bring the attitude, values, and drive, we’ll help you build the skills and find the path.

• Product - You build customer insight, product intuition, and the ability to translate pain into better solutions.


• Engineering / Technical roles - You gain practical experience with systems, troubleshooting, automations, APIs, and implementation logic.


• Customer Success - You develop the technical, commercial, and advisory skills needed to guide customers strategically.


• Enablement / Education - You learn how to turn repeated questions into training, documentation, onboarding, and scalable guidance.


• Leadership - Support builds prioritization, communication, empathy, ownership, and cross-team collaboration early.

WHERE IS THIS?

This is an on-site position, requiring you to live within 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 (CSO), who leads our Customer Care functions (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, he will invest into making a star out of you.

APPLYING

Instead of resumes and cover letters, simply send us your name, LinkedIn profile and record yourself answering a couple of questions on video. We will start the conversation from there.

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

VIDEO? WHY VIDEO?

Resumés rarely tell us much about the person behind them - and are often created with AI - making everyone sound the same.

We want to understand how you communicate, think and present yourself - as those are important parts of the role.

We are not looking for the perfect take or high production value - we simply want to hear you.

HIRING PROCESS AND FAQ

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

For this role, we will conduct a brief technical test (questions and code debugging).

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 (not AI) 🙏

May the Force be with you.

APPLICATION QUESTIONS

Create a video of yourself answering the questions below (Max 5 mins).

Upload the video to a sharing service (i.e. Loom) and provide the URL on the application page.

We are not looking for perfection or high production value.

But we do ask that you be authentic and not use AI for the video or answers to the questions.

• Question 1
  Tell us about yourself - whatever you feel we should know


• Question 2
  What caught your attention to this job?


• Question 3
  This is a very technical role - tell us about your technical proficiency and where your understanding of web-technology comes from.


• Question 4
  What's the best online support experience you've had as a customer? What made it good?