Customer Experience Agent

Juni who? 👋At Juni, we’re busy building the future of banking. We want to help businesses do more with less and get access to the financial tools they need to operate, grow, and win globally. How & Why We Do It 🚀We give our people the same thing we’re building for our customers: freedom. Freedom to be 100% yourself. Freedom to explore your potential and what’s more – make the most of it. We truly believe we’re making the world a better place for online businesses, and we want you to be a part of that mission.

Your role at a glance 🤸‍♀️As a Customer Experience Agent at Juni, you will be part of our CX team dedicated to delivering exceptional experiences to our customers. You’ll be the first point of contact for inbound inquiries, resolving issues with empathy, clarity, and speed. Delivering valuable customer feedback internally to our wider org, and working closely within the CS function. You’ll help shape how our customers perceive Juni every day. Your work will directly contribute to building trust and driving customer loyalty as we scale. Your Responsibilities 👏In this role, you’ll:

Resolve Customer InquiriesManage all inbound support conversations via Intercom chat and support email. Triage and escalate urgent or high-risk issues, such as fraud or critical payment failures. Maintain Communication StandardsDeliver clear, consistent, and empathetic support in every interaction. Ensure all conversations are tagged with the correct types, subtypes, prior to closure. Drive Continuous ImprovementSurface recurring issues and feedback to Product/Engineering, Commercial, Leadership. Contribute to monthly reporting on CSAT trends, issue volumes, and SLA performance. Uphold SLAs and KPIs First Response Time: Chat/Email varies depending on SLA (URGENT,HIGH,NORMAL,LOW)Resolution Time:

Chat/Email varies depending on SLA (URGENT,HIGH,NORMAL,LOW)CSAT: >90% positive ratingWeekend CoverageProvide URGENT priority coverage during weekends and red daysTooling ⚙️IntercomG-suiteSlackHubspotNotionQualifications 👑What we need to see1–3 years of experience in a customer support or CX role, ideally in fintech, SaaS, or fast-growing digital products. Proven track record of meeting SLAs and high CSAT scores. Excellent written and verbal Swedish and English communication. Comfort handling sensitive or high-risk scenarios (e. g. , fraud, payment issues). What We’d Love To SeeExperience working with Intercom. Familiarity with basic accounting or financial services concepts.

Experience contributing to support process improvements or knowledge base content. Your people 👥Our team is as ambitious as our amazing customers. We aim high and we move with speed to make our vision a reality. We care deeply about building a better future for our customers and each other. Here, you can work with people at the top of their game and who didn’t get there by playing games. You can help us create a whole new category in financial services. Your Benefits 😍We’re freedom-first. Transparent. Caring. Empowering. So our benefits are too. We work hybrid.

We'll see you in one of our offices in Stockholm or Gothenburg at least two days per week. Swap 2D for 3D. Meet all Junis IRL at the company onsite each year. Diversity is at our core. We're part Swedish. Part Canadian. Part French. Part Indian. Part Italian. Part British. Part Portuguese. You get the idea. Great players can stay great players. Progress your career whether you choose to manage people or not. Stock options. We can’t promise you’ll make a fortune. But we’ll give it our very best shot. Vacation days. 30 days. Awesome.

Private Health insurance. You know. Just in caseBeautiful offices in central Gothenburg and Stockholm, front row sea view!At Juni, we’re building the future of banking. We want to help businesses do more with less and get access to the financial tools they need to operate, grow, and win globally.