We’re looking for a new team member to join our EMEA Customer Support team as a Customer Support Associate — a role tailored for someone early in their career who’s curious, enthusiastic, and eager to learn. You’ll support our global customer base and grow in resolving customer obstacles, developing your technical troubleshooting abilities and communication skills along the way — all while working in a collaborative, fun, and international team that genuinely enjoys what they do.

• You will be joining our EMEA-based Customer Support team — a dynamic group of colleagues who combine different backgrounds and expertise with a shared drive to solve challenges, celebrate wins, and make work enjoyable.

• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving fast, so fasten your seat belt and prepare to be adaptable. Back in 2020 we were 150 employees at Trackunit and we have just passed 550 employees.

• Exposure to a leading SaaS-based IoT ecosystem combining hardware, telematics, and software — and hands-on experience troubleshooting real customer cases.

• International environment with regular check-ins and social events across teams, departments, and borders.

• We take your personal and professional development goals seriously and support them through training, coaching, and an outspoken feedback culture to help you identify your strengths and opportunities.

• Flexibility and hybrid working is not just a cliché to us. We offer a flexible setup where you can work from our Aalborg hub or Copenhagen hub, with the possibility to work from home. We provide the IT equipment you need.

• Turning the Tide. At Trackunit, we are committed to creating and contributing to an inclusive workplace. We assess candidates solely based on qualifications and merit.

• Provide timely and effective support to our customers by handling service inquiries and troubleshooting requests via phone, email, and chat.

• Support customers with technical and functional questions related to our SaaS platform, hardware devices, and telematics solutions.

• Use structured troubleshooting methods, internal diagnostic tools, templates, and knowledge base resources to resolve cases efficiently.

• Record and manage customer interactions and solutions with accuracy in systems such as Intercom, CloudTalk, Jira, and our ticketing platform.

• Manage your workload effectively, follow assigned schedules, and meet response time goals (SLAs).

• Collaborate closely with product and development teams, sharing customer insights and feedback from a customer-centric perspective.

• Foster positive customer relationships by addressing challenges with empathy, clear communication, and practical solutions.

• Contribute to team growth by assisting in onboarding and training new colleagues, and by creating and updating content for our Help Center.

• Ability to assess customers’ support needs when they arrive, then provide solutions or refer them to other team members when needed.

• You are curious and technically inclined, with an interest in understanding SaaS platforms, IoT devices, and troubleshooting processes.

• You are a quick-witted communicator who can explain technical topics in a simple and structured way.

• You are organized and dependable, able to manage your workload and follow processes while identifying improvement opportunities.

• You are a team player who collaborates closely with colleagues and stakeholders to find the best solutions.

• You have experience from a similar position within Customer Care, Customer Support, Technical Support, or another customer-facing role.

• Fluent in German and comfortable supporting customers over the phone and via email.

• English skills at a professional level.

• Being fluent in Danish or French is a strong plus.

• Initial interview, where we will get to know each other better. Meet with Team Lead, Customer Support EMEA, Melanie Suvic, and a colleague from the team.

• Personality-based interview. You will be asked to complete an online Hogan personality assessment prior to the interview. The aim is dialogue and mutual insight.

• Prior task before the second interview — we will hand over a slightly altered customer case. We would like you to provide a written response and solution, giving us insight into your way of thinking and problem-solving skills.

• If needed, we will obtain references from former employers during the process.