Customer Support & Success Manager (Full-time, Copenhagen)

Do you get frustrated when support is slow, generic, or just... unhelpful? Do you notice when something could be explained better, documented more clearly, or just work smoother? Are you the kind of person who fixes things before being asked?At Coachway, we built the platform we wish existed when we were managing 150+ online fitness coaches ourselves. We know what it feels like to run a coaching business on platforms that don't support you. When feature requests vanish. When you're stuck with a platform that punishes you for growing.We're doing the opposite - and we need someone to own that promise.What this role actually isThis is not a ticket queue. You'll be our first dedicated support and success hire, which means you'll shape how Coachway supports coaches from day one - across Norway, Sweden, Denmark, Finland, Germany and the UK.There's no playbook yet. You'll build it. That means real ownership, but it also means you have to be comfortable operating without one. If you need clear direction every day to function, this role isn't for you. If you thrive when given a problem and the freedom to solve it - keep reading.Your main responsibilities:Handle support tickets and make sure coaches get fast, helpful, human answers - not templatesOnboard new coaches: walk them through features, get them set up properly, make sure they actually start using the platformSpot patterns - if five coaches ask the same thing, that's a product or documentation problem, and you fix itBuild and improve our self-serve resources: help articles, onboarding guides, FAQsCollect, organize and prioritize coach feedback and feature requests - you'll be the direct pipeline to our product teamBe the internal voice of the coach - if something is frustrating or confusing, you flag it and push to get it fixedWork closely with our founders daily. Short feedback loops, fast decisions, no five layers of managementWho we're looking forYou need to:Be based in Denmark, Norway or Sweden - or already relocating to CopenhagenSpeak Danish, Norwegian or Swedish on a native/billingual level.Have real experience in customer support or customer success - ideally in a SaaS or tech environmentKnow Intercom well, or be able to get up to speed fast - that's what we useCommunicate clearly and simply, both in writing and on callsBe structured enough to keep track of feedback, feature requests and follow-ups without things slippingBe proactive by default - you see a problem, you fix it, then you tell someone about itBe able to work fully on-site at our office in Copenhagen - this is not a hybrid roleBe fluent in English (our common language across all six markets)Nice to have:Danish, Norwegian or Swedish - not required, but helpfulBackground in fitness, coaching or health techGenuine interest in how software gets built and how product decisions get madeWhat you're walking intoWe're a small, fast team based near Rådhuspladsen in Copenhagen. We launched publicly in late 2025 after nearly a year of development and testing with real coaches. We're onboarding coaches across the Nordics, Germany and the UK - and things move quickly.A real week at Coachway looks like this: coaches in your inbox with a mix of simple questions and genuinely tricky edge cases. Thomas shipping a new feature mid-week. A recurring bug that needs to be escalated, documented and tracked. Three coaches asking the same thing about meal plans - which means you write the help article so the fourth one doesn't have to ask. A conversation with Markus about what feedback keeps coming up and what we should do about it.It's fast. Priorities shift. You need to be okay with that.We're in the office together every day, do monthly Friday bars, and genuinely like being around each other. That matters to us - which is why this is an on-site role.This role is for you if:You want to be first, not fiftieth - and you understand what that meansYou want to see your work directly shape how the product evolvesYou care about doing support well, not just doing it fastYou want to work directly with founders who are building something they genuinely believe inHow to applyApply directly through the link below.We'd love to see a short video introduction (1-2 minutes) - just tell us who you are, your background, and why this role caught your attention. Not required, but it goes a long way.Questions? Reach out to Markus Evers at +45 40 11 04 56 or job@coachway.io.