Customer Care Agent

At Hubexo, we provide data, insights and software that help the construction market make better decisions, win more work, build efficiently and sustainably.
We support customers across the sector through intelligent platforms, trusted market insight and specialist expertise.
We are building a business where people can make a real impact, grow in a specialist market and build a sustainable future with us.

As a Customer Care Agent at Hubexo, you play a key role in ensuring our customers get the most value from our products. You are the first point of contact for support, onboarding, and everyday product guidance—helping customers resolve issues quickly, adopt our tools effectively, and build confidence in our solutions.

Working closely with Customer Success Managers, you help maintain strong customer relationships by delivering timely support, spotting risks early, and contributing to an overall positive customer experience. Your work directly impacts retention, satisfaction, and long‑term customer success.

What You’ll Do

Onboarding & Product Enablement

• Own the onboarding journey for new customers—including setup, data support, training, and first‑value delivery
• Deliver product training sessions, webinars, and update briefings for digital‑tier customers
• Produce and maintain knowledge‑base content (help articles, tutorials, release notes, best‑practice guides)

Customer Support & Ticket Management

• Manage all inbound customer support tickets
• Deliver accurate, clear, and empathetic resolutions
• Operate SMART Chat (AI‑assisted support) to triage, respond, and escalate appropriately

Customer Insight & Collaboration

• Help build a self-service knowledge base for our customers
• Monitor product usage and adoption trends across customer accounts
• Flag signs of risk (declining usage, recurring issues, stakeholder concerns) to Customer Success Managers
• Provide structured reporting on customer needs, product challenges, and support trends
• Collaborate closely with the Customer Success team to ensure alignment and a seamless experience

Qualifications & Experience

• Experience in customer support, customer care, or customer success—preferably in B2B SaaS
• Comfortable managing a high‑volume support queue while maintaining quality
• Strong communication skills in a Danish and English
• Ability to explain technical concepts in a customer‑friendly way
• Experience with CRM systems and helpdesk/ticketing tools
• SaaS or construction‑tech background is advantageous but not essential

Skills & Attributes

• CRM platforms (e.g., HubSpot)
• Product expertise and technical understanding
• Data interpretation and usage monitoring
• Ticketing workflows & SLA management
• Knowledge‑base authoring
• Strong communication and active listening
• Empathy and customer‑focused mindset
• Problem‑solving and analytical thinking
• High attention to detail
• Team collaboration

Why Hubexo We’re not here to coast - we’re here to challenge, grow, and build better. For our people and for our customers. That means we’ll expect a lot from you: ownership, precision, and a drive to lead by example. In return, you’ll get the space to dream big, take smart risks, and be seen, heard, and valued.