Customer Support Specialist (First-Line Service & Hotline)
Copenhagen, Denmark
About the role
Scratcher is a leading gamification platform that lets our customers create engaging campaigns with ease, helping them activate and involve their audiences. Founded in 2017, we’ve been on a mission to give companies of all sizes access to gamification. Our team is passionate about building the most user-friendly platform and ensuring our customers succeed with Scratcher.
At Scratcher, we value growth – both as a company and for our employees. Every day brings new challenges and opportunities, and right now we are looking for a Customer Support Specialist to strengthen our frontline service team.
This role is first and foremost about providing world-class support and service. You will be the first point of contact for our customers – handling hotline requests, answering questions, solving issues, and ensuring they get fast and friendly assistance. Your work will play a vital role in making sure our customers get the most out of Scratcher and have a seamless experience.
Responsibilities
- Act as first-line support via phone, chat, and email – ensuring customer inquiries are handled quickly, professionally, and with a service-minded approach.
- Troubleshoot and resolve technical or platform-related issues, escalating when necessary.
- Provide guidance to customers on how to use the Scratcher platform effectively.
- Log and follow up on support cases to ensure issues are resolved and customers feel taken care of.
- Assist with onboarding of new customers, focusing on making their first experiences smooth and hassle-free.
- Collaborate with internal teams (product, sales, marketing) by sharing customer feedback and insights.
Your qualifications
Fluency in written and spoken Danish and English (additional languages are a plus since our customers are global).
Experience from a customer-facing support role (B2B SaaS or similar is an advantage).
Strong communication skills, empathy, and a service-oriented mindset.
Ability to stay calm and solution-focused, even under pressure.
Organised, structured, and able to manage multiple support cases at once.
A positive, team-oriented attitude and willingness to go the extra mile for customers.
What we offer
- An exciting role in a growing international SaaS company.
- A vibrant start-up culture with supportive colleagues.
- The chance to make a real impact by being the voice of our customers.
- Opportunities for professional development and to grow your skills in customer support and SaaS.
Working at Scratcher.io
Scratcher is the leading gamification platform for marketeers, e-commerce, and businesses. Merchants can use our software to design, set up, and manage their interactive campaigns with ease, creating engaging experiences for their audience.
Founded in 2017, Scratcher has since been on a mission to provide every type of company, big and small, with the opportunity to use gamification. Our team is highly committed to making Scratcher the most user-friendly platform and our focus is on our customers’ success and that they reach their goals with Scratcher.
Apply for this job
Come join us and help us build an awesome company where we are all proud to belong.
Please send your CV and cover letter to contact@scratcher.io and include your name + the role in the subject line.
