👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

We are looking for a Customer Experience Specialist who will play a dual role in our team. You will be a vital part of our 1st line support team, handling daily inquiries, while also acting as our dedicated Onboarding specialist.

Your day-to-day will be spent in our Intercom inbox, solving problems and providing world-class service to our existing users. However, you will also be our "Onboarding Champion", the dedicated bridge between Sales and Support. When you aren't resolving support tickets, you will be welcoming new users, leading online training meetings, and ensuring they have everything they need to succeed from day one. We need a service-minded "do-er" who can manage a fast-paced inbox and then pivot into patient, enthusiastic one-on-one meetings.

Your key responsibilities include:

• 1st Line Support (Primary): Being the first point of contact for our users, providing fast, helpful, and empathetic support via Intercom (chat and email).

• Onboarding Specialist: Owning the "Welcome" phase for new customers. You will lead online meetings to show them the ropes and ensure a smooth hand-off from the Sales team.

• The "Gap" Bridge: Acting as the link between Sales and Support to ensure that what was promised in the sale is delivered in the setup.

• Content Creation: Working independently to build the onboarding "toolbox", identifying gaps and creating the articles, guides, and videos needed to help new users get started.

• Patient Guidance: Helping less tech-savvy users navigate the platform with patience, kindness, and clear communication.

What will help you to be successful in this role?

• Support Excellence: You love the fast-paced nature of a support inbox and take pride in maintaining high satisfaction scores.

• Service Mindset & Patience: You are a "people person" who genuinely enjoys teaching others. You have the patience to explain the same concept multiple times to ensure the user feels confident.

• Communication: Exceptional written and spoken skills in Danish and English. You are professional, warm, and comfortable leading meetings on camera.

• Independent Initiative: You don't wait for a manual; you see what content is missing to make a user's life easier and you create it yourself.

In addition, our humble wishlist would be that you:

• Have experience in a fast-paced SaaS support environment.

• Are comfortable "performing" in online meetings and can keep users engaged.

• Have a high degree of technical flair - you enjoy "breaking down" a software product to understand how it works.

• Are a team player who is happy to help colleagues and share knowledge.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎

In addition, we offer:

• Competitive compensation and a remote-first culture (with access to our Copenhagen office in Nordhavn).

• The tools you need to succeed and a global team of talented colleagues.

• A chance to shape how we welcome thousands of healthcare professionals to our platform.

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person. 

Recruitment Fraud Alert

Nordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. name.surname@nordhealth.com or careers@nordhealth.com). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at careers@nordhealth.com. Your safety and trust are very important to us!