Customer Support Agent

Did you know that engaged employees feel a stronger sense of meaningfulness in their work and are 3x more likely to stay with

their company? At Eletive, we believe engaged employees are the key to thriving organizations. That’s why our vision is simple: a

world where people thrive at work and feel motivated and empowered to perform at their best.

Eletive is not just our company name—it’s also the name of our intelligent People Success Platform. Our platform helps

organizations measure and increase engagement, fostering workplaces where people truly thrive.

As our new Customer Support Agent, you’ll play an important role in delivering an outstanding customer experience and helping our

customers get the most out of the Eletive platform. You'll combine hands-on customer support with ownership of the AI Agent in our

ticketing system, ensuring that both human and AI-powered support deliver accurate, helpful, and high-quality responses.

You'll be responsible for resolving customer issues, maintaining and improving our support resources, and continuously optimizing

how we deliver support. Working closely with Customer Success, Product, and Development, you'll help identify recurring issues,

improve our processes, and ensure our customers feel supported and confident when using Eletive.

• Delivering Outstanding Customer Support: Act as a key point of contact for customer inquiries across tickets, phone, chat, and

other support channels. Take ownership of customer issues from the first interaction through resolution, ensuring clear

communication, realistic expectations, and timely follow-up.

• Troubleshooting and Problem-Solving: Investigate and resolve product-related issues using a structured approach. Escalate

complex or unresolved cases when needed and collaborate with internal teams to find effective solutions.

• Owning and Improving Our AI Agent: Take ownership of the AI Agent in our ticketing system, which provides first-line answers to

incoming tickets and chats. Regularly review its responses, improve its instructions and knowledge sources, and ensure its

answers are accurate, clear, and aligned with Eletive’s tone of voice.

• Optimizing AI-Powered Support: Define and maintain guidelines for what the AI Agent can answer, when it should hand over to a

human agent, and how it should escalate issues. Monitor its performance and customer feedback, identify gaps, and continuously

improve its effectiveness.

• Building Better Self-Service Resources: Create, maintain, and improve Help Center articles, guides, and internal documentation.

Identify gaps in our self-service content and help customers find accurate answers independently, reducing avoidable support

requests.

• Collaborating Across Teams: Work closely with Customer Success, Product, and Development to share customer feedback, identify

recurring issues, test new features and fixes when needed, and contribute to continuous improvements in our platform, support

processes, and customer experience.

• Are aligned with our Core Values:
• We Grow Together: You enjoy collaborating with others, sharing knowledge, and contributing to a supportive team environment.
• We Innovate and Iterate: You look for ways to improve support processes, documentation, and the customer experience.
• We Lead Ourselves: You take ownership of customer issues, follow through on commitments, and proactively drive tasks to

completion.

This role requires authorization to work in Sweden as it’s based in Sweden. We are unable to provide visa sponsorship at this

time, but we welcome applications from everyone eligible to work in the EU.

At Eletive, we believe in creating a workplace where everyone can do their best work and enjoy a supportive, dynamic environment.

This is what you can expect when joining us:

• Be part of a team with diverse interests and backgrounds, united by a shared mission to make workplaces better. We speak many

languages but we all unite in English in our meetings and internal communication.

• Our Malmö office is just three minutes from the central station, featuring a rooftop terrace, play area, and even a workout

station.

We'd love to hear from you!

Send in your application already today - we review applications continuously.