Customer Experience Agent

About the Position

Customer Experience Agent

At Juni, we’re building the future of banking by rethinking how modern businesses manage their finances. Our goal is to help companies do more with less by giving them access to smart, flexible financial tools that make everyday operations simpler and more efficient.

We aim to remove unnecessary complexity so businesses can focus on what really matters: operating smoothly, growing sustainably, and succeeding in a global market.

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.

As a Customer Experience Agent at Juni, you’ll be part of our Product organisation, joining the Customer Success function alongside our Onboarding and Customer Retention teams. You’ll deliver exceptional support and experiences to our customers while working closely with Product, Engineering, and Commercial teams to help improve both our product and customer experience. You’ll be the first point of contact for inbound inquiries, resolving issues with empathy, clarity, and efficiency.

Every interaction you have helps shape how customers experience Juni. Your work directly contributes to customer trust, loyalty, and continuous product improvement as we scale.

Responsibilities

Deliver exceptional customer support

• Manage inbound customer conversations across Intercom chat and email.
• Resolve customer inquiries accurately, efficiently, and with empathy.
• Triage and escalate urgent or high-risk issues, including fraud and critical payment incidents.
• Deliver clear, consistent, and professional communication in every interaction.
• Ensure customer conversations are accurately documented and tagged.
• Collaborate across teams to resolve complex customer issues.
• Meet service standards while maintaining a high-quality customer experience.

Drive continuous improvement

• Identify recurring customer issues and share actionable insights with Product, Engineering, Commercial, and Leadership teams.
• Act as the voice of the customer by surfacing trends and opportunities to improve the customer experience.
• Contribute to process improvements and knowledge base content that enable customers and teammates to succeed.
• Support reporting on customer trends and operational insights that help improve our product and customer experience.

Requirements

What we need to see

• 1–3 years of experience in a Customer Support or Customer Experience role, within fintech, banking, SaaS, or another fast-paced technology environment.
• Proven ability to deliver excellent customer experiences while working against service targets.
• Professional written and verbal communication skills in both Swedish and English.
• Comfortable handling sensitive or high-risk customer situations, such as fraud or payment-related issues.
• Experience using Intercom Support or similar customer support softwares.

What we’d love to see

• Familiarity with basic accounting or financial services concepts.
• Curiosity to understand customer problems and continuously improve how we solve them.
• Experience contributing to process improvements or knowledge base documentation.

Tools you’ll use ⚙️

• Intercom
• G-suite
• Slack
• Hubspot
• Docmost

We Offer

Our benefits reflect the way we work.

• Hybrid working, with at least two days per week from our Stockholm hub.
• Annual company onsite where Junis from across the business come together.
• Opportunities to grow your career through both individual contributor and people leadership paths.
• RSUs. We can’t promise you’ll make a fortune. But we’ll give it our very best shot.
• 30 vacation days
• Private Health insurance.
• Beautiful offices in central Stockholm and Gothenburg, with waterfront views.

About the Company

At Juni, we’re building the future of banking by rethinking how modern businesses manage their finances. Our goal is to help companies do more with less by giving them access to smart, flexible financial tools that make everyday operations simpler and more efficient.

We aim to remove unnecessary complexity so businesses can focus on what really matters: operating smoothly, growing sustainably, and succeeding in a global market.

Founded in 2020, we have a team of +100 co-workers and are headquartered in Stockholm, SE.

Additional information 📌

• This role is based in our Stockholm hub, where the majority of our Customer Experience and Product teams are located.
• Please note that we’re currently unable to sponsor work visas. A valid Swedish work permit is therefore required for this role.
• Dear recruitment agencies: we appreciate your enthusiasm, but we’re keeping this recruitment in-house-so no calls, emails, or carrier pigeons, please.