Customer Service Specialist - Danish Market (Temporary)

Vivino is the world's largest online wine marketplace, powered by a community of millions of wine drinkers who use the Vivino app to scan and rate more than 500,000 wines every single day.

The global market for online wine sales is expected to grow significantly throughout the coming years, and Vivino will be at the forefront of this growth. Therefore, we need a Customer Support Specialist to be our Danish customers' primary point of contact, ensuring that Vivino's Danish-speaking users receive professional, efficient, and friendly support across various channels.

Customer support and focus on communication
You will be the first point of contact and support for our Danish Customers, Users, and Merchants.

Your primary mission will be handling cases and providing customers with personalized support and seamless resolution. Don't worry; you don't have to develop the solutions yourself. We have a robust set of procedures and learning materials to give you the tools to achieve customer happiness.

It is important to note that given our Customer Service opening time, this position requires a daily fixed schedule where you work from 9 a.m. to 5 p.m. Our customer support agents all need to have more "regularised" breaks to ensure we have people online to help customers.

In addition to the above, your key responsibilities will also include the following:

• Reply to emails, live chat, and phone calls from our Danish customers
• Help other markets with case handling with written English support
• Achieve resolution time, productivity scores, and quality scores
• Take part in coaching and/or training sessions
• Participation in Cross team projects
  

The mission of the Customer Support team is to be the bridge between Vivino and our community of users. We resolve issues our community faces and create procedures and technical solutions to support all the innovations from the rest of the company. You will have the opportunity to be the voice of the customer in our overall Vivino network.

Patient and empathic team player with solid communication skills
While we prefer not to confine individuals within rigid categories, we imagine you will thrive and succeed in this position if you can showcase your experience or aptitude for many aspects outlined below.

You adapt quickly to changing circumstances and demonstrate flexibility in your approach, maintaining effectiveness under varying conditions. Your great interpersonal skills enable you to foster positive relationships and be a reliable team player, contributing to a collaborative and inclusive work environment. You show attention to detail and a commitment to delivering high-quality work while meeting deadlines. Additionally, you make a meaningful impact through your contributions, driving progress and achieving significant project results. Finally, you will need excellent communication skills in Danish and English, both written and verbal.

Working at Vivino
You will work from our Copenhagen-based office and report directly to our Head of Customer Support. We are a multicultural company where English is the common language. We have an open workspace where you will meet and collaborate with many different teams and colleagues. You will also connect and work with all levels of our third-party customer Support team in Lisbon and Cairo. 

We are not afraid to make mistakes—as long as we take ownership, learn from them, and support each other in getting even better. We have much fun at our weekly Friday bar, and Copenhagen's social committee hosts regular events.

Who are we?
TRUSTED BY MILLIONS TO DISCOVER AND BUY THE RIGHT WINE EVERY TIME

Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino's unique wine shopping experience leverages community data to suggest personalized wine recommendations for each user. In addition to making wine discovery fun and effortless, Vivino is the best place for wine drinkers to buy wine. The Vivino app is available for download on Android and Apple devices.

We are a fast-paced, growing team with offices in San Francisco, California, and Copenhagen, Denmark. We also have teams worldwide in the UK, Netherlands, Italy, Spain, Germany, France, Ireland, Australia, and Hong Kong.

Our team is passionate about our core purpose - to empower people everywhere to enjoy wine to the fullest. We do that every day by building technology and leveraging data that puts the power back in the hands of the consumer. We do not see wine as a commodity but as an offering of a cultural experience that was once out of reach for many but is now open to everyone.

Our five core values are:

• Always Strive for Better
• Work Together
• Earn and Offer Trust
• Be Approachable
• Lead with Data

Commitment to diversity and inclusion
Vivino is an equal opportunity employer and prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status, veteran status, or other characteristics protected by applicable law.

 
Application deadline: March 9, 2025