Customer Service Agent

SOUNDBOKS is an innovative tech company and aspiring lifestyle brand. You may have seen us at a music festival, street party, or your friend’s celebration (think: private events combining festival-grade sound with beat-enhancing lights) where special moments are turned into memories. We create the loudest, most durable, and arguably coolest Bluetooth speakers and audio reactive lights on the market.At SOUNDBOKS, trust and community go hand in hand. People are encouraged to take ownership of their work while knowing they have the support of the team behind them. Voices are heard, ideas are welcomed, and collaboration is what pushes us forward.This is more than a job - it’s a community where people care about each other, celebrate together, and share the energy of creating something meaningful. Life at SOUNDBOKS is bold, fast, and full of passion - for the product, for the mission, and for showing up as your true self. With 70 team members, this is a place where you can do your best work and truly belong.ROLE CUSTOMER SERVICE AGENTTEAM CUSTOMER SERVICEHOURS FULL TIMELOCATION COPENHAGEN, DENMARKSTART DATE AUGUST 2026The Customer Service Team at SOUNDBOKS is in charge of pre- and post-purchase assistance to all our customers. They are right there to answer inquiries, questions, and create a positive customer experience. The team also works closely with other departments within the business, such as Supply Chain and Repair.As the Customer Service Agent you will be responsible for delivering exceptional customer service by handling inquiries, issues and requests through our ticketing system (Zendesk). You’ll give customers support in good time, with accuracy and empathy, making sure that their case is resolved a-z.Okay, let’s make things a little more concrete. Here’s what we expect your daily life to look like:Customer Support & Case ManagementYou’ll handle customer inquiries, complaints, and requests through the ticketing system (Zendesk), ensuring timely, professional, and effective resolutions to the issues at hand.You’ll work from a baseline of established policies and procedures to maintain service consistency, compliance, and quality standards.You’ll escalate complex or sensitive cases to the Customer Service Lead when additional support or decision-making is required.You’ll work to meet or the targets related to response time, resolution time, and customer satisfaction.Training & Team SupportYou’ll assist with the onboarding and training of new team members by demonstrating tools, workflows, and best practices.You’ll share your knowledge and provide ongoing support to colleagues to strengthen team capability and service quality.Process Improvement & Service OptimisationYou’ll identify recurring issues, bottlenecks, or inefficiencies within existing workflows.You’ll recommend and contribute to process improvements that boost the customer experience and optimise team performance.In order to become a success in this role, we believe that your profile should be aligned with the bullets listed below. However, we acknowledge that success can take many forms, so please do apply even if you don’t tick all the boxes.You’ve spent time in customer-facing roles (retail, hospitality, call centres) and have already made a positive impact on your team.You’re comfortable turning tricky situations with customers into positive outcomes, staying empathetic while keeping business goals in mind.You communicate clearly in English, and bonus points if you speak another language too!You’ve already worked with, or are happy to learn, tools like CRM systems, ticketing platforms, spreadsheets, dashboards, and analytics to spot trends and improve processes.You’ve explored or are curious about using AI tools to make customer support even better.You enjoy digging into problems, figuring out the root cause, and helping improve how things work.You collaborate easily with your teammates and across the organisation to get things done.Intrigued? At SOUNDBOKS, we realize that growth is a process and we don’t expect you to go through it alone. We work together in order to work smarter, we inspire each other to be better, and we never forget that every member of the team is responsible for our success.So, if you’re tired of all of the noise in the job market, we’d love to hear from you. This may be the coolest job you ever have!