Customer support

About us Henriksson Storage rents out drive-up container storage to private individuals and businesses in Sweden and the UK. You drive right up to your unit, book and pay online, and stay for as long or as short as you like. No binding period, no notice period, no hidden fees.Storage is one of the few industries where the customer experience has not changed in thirty years. We intend to change that from the ground up. We have 20 sites open today - and many on the way. Our goal is to scale to 1,000 facilities across Europe in the coming years.We were founded in 2024 by the founders of Tink together with a Doktor.se veteran. The team is small, there are no layers, and you will be working close to leadership from day one. About the role Our sites are unstaffed and everything runs online. That makes customer support the place where customers actually meet us as people — and it is the main reason we are rated 4.9 out of 5 on Trustpilot.You will own customer support end to end. That means answering customers today, and building support into something that still works when we are ten times the size.This is a broad role. Part of your week is on the phone and in the inbox, part of it is designing how support should work, and part of it is turning what customers tell us into better products and sites.Very little of it exists yet. There are few frameworks, no playbook and no one above you who already knows the answer. You will have to find the way forward when things are unclear, and build the structure where there is none. Support our customersHandle enquiries on email, phone and social media, in Sweden and the UKAnswer reviews on Trustpilot and GoogleSet up customers in our booking system and send onboarding emailsTurn enquiries into bookings. Most people who call us are choosing between us and the yard down the road, and how you handle that call decides itSolve the practical things: gate codes, padlocks, what the insurance covers, electricity etcKeep pre-booking customers informed when an opening date movesHandle cancellations, move-outs and payment questions Build a scalable way of doing support Set the structure for how we work in HubSpot: queues, tickets, categorisation, statisticsWrite how-to manuals for the most common topics, so new colleagues can be onboarded quicklyBuild AI tooling - a Claude support assistant, for example - so answers get faster without getting worseOwn the self-service content: FAQ, help texts, automated emails. The best ticket is the one that never gets created Support product and site development Analyse the most common support topics and feed that back to our site and tech teamsFlag recurring site problems to operationsCall churned customers to gather feedback, and win some of them back Later, if it suits you: lead the team As volumes grow we will add part-time colleagues to support. If you want it - and it suits you - the role can grow into leading that group; recruiting, onboarding, coaching, following up on performance and running the schedule. Who you are 2+ years experience from a support role, preferably in a setting where you needed to handle support inquiries of different urgency and on a daily basis independently prioritize your workYou are passionate about providing a state of the art customer experience, prepared to walk the extra mile to ensure our customers get the help and support they need.You have worked in a ticketing or CRM system. HubSpot experience is a plus, not a requirementYou are comfortable and interested in numbers. You can look at a month of tickets and tell us what we should fixYou are comfortable deciding how something should work without being toldYou like building things. This role writes manuals, sets up systems and tries new toolsYou write the way we talk: plain, short sentences, no fluffFluent in Swedish and English What matters to us Fast, friendly support. Be the human touch in a digital worldAlways look for a solution to the customer's problemWalk the extra mile - add that “little extra” to a message or call an extra time to make sure the customer’s problem is actually solved - create a “wow-experience”Urgent first. Know what can wait and what can't, and act on it immediatelyOwnership end to end. If someone else has to act to solve it, you still make sure it happens and that the customer is kept in the loop What we offer A role you shape yourself, in a company that is growing fastWorking close to leadership. A young company with an experienced teamSalary, holiday pay and pension contribution Practicalities Start: As soon as possibleScope: Full-time or part-time (75-80%) Location: Stockholm office, Grev Turegatan 20Reports to: COO, Sofia Sundström