Customer Service Agent (Advanced Support, Full Time)

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 80 team members, this is a place where you can do your best work and truly belong.

ROLE CUSTOMER SERVICE AGENT (Tier 2, Advanced Support)

TEAM CUSTOMER SERVICE

HOURS FULL TIME

LOCATION COPENHAGEN, DENMARK

START DATE DECEMBER 1ST 2025 (or sooner)

The 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 a Tier 2 agent, you’ll also take on cases that move beyond routine inquiries and require more in-depth support. You’ll be the expert in a range of domain areas and, through a mixture of problem-solving and analysis, use what you learn from how we work behind the scenes to make support easier today and build stronger service for tomorrow. A part of your role will be to keep workflows and knowledge resources clear and up to date, document processes and improvements, and make sure new knowledge is put into practice. You’ll also pass on what you know to your teammates, helping others grow while driving efficiency, accuracy, and overall customer satisfaction.

Okay, let’s make things a little more concrete. Here’s what we expect your daily life to look like:

Customer Support & Case Management

• Monitoring self-service resources to ensure quality standards are consistently met.

• Managing and resolving complex or recurring customer issues by taking ownership of those from investigation to resolution.

• Providing support in multiple languages where needed.

Analysis & Problem Resolution

• Investigating issues, identifying root causes and implementing effective solutions.

• Applying domain expertise (such as, but not limited to VAT, Logistics, B2B) to resolve specialised cases.

• Documenting findings and communicating solutions clearly to internal teams and customers.

Knowledge Management & Process Improvement

• Maintaining and updating knowledge bases, guides and training materials.

• Coach team members, optimise workflows and improve feedback loops for continuous service improvement.

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 worked in CRM systems, ticketing platforms and you’re confident using spreadsheets, dashboards and analytics tools to spot trends and bottlenecks.

• You’ve already used AI tools to enhance customer support (chatbots and more).

• You know how to get to the root of problems and you’ve been part of driving process improvements.

• You’re a clear communicator (spoken and written) in English and ideally at least one more language.

• You know how to collaborate well with your own team and across the organisation.

• You’ve managed tricky or upset customers with empathy and professionalism - turning escalations into positive outcomes while keeping business goals in mind.

• You’ve already got customer-facing experience in service industries (retail, hospitality, call center), and your input has also been a solid part of the teams performance and success.

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!