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About the Role & Team
Formalize is on a scaling journey with significant traction across Europe. As our new Customer Success Representative for our Whistleblower Software, you'll have the opportunity to learn, grow, and tackle significant challenges to make a meaningful impact. Seize this distinctive chance to actively contribute to shaping our company’s growth narrative.

This position focuses on our Whistleblower Software and is a good first step into getting to know more about how organizations organize their compliance specifically around whistleblowing, while you gain experience working on a broad and horizontal customer journey and learn the best practices in Customer Success. You will join a growing Customer Success department of +35 people and a dedicated Whistleblower Software CS team of 6+ people and will help with customer management and everything related to post-sales activities.

What you will do

• Get a deeper understanding of our Whistleblower Software and the respective whistleblowing regulations across and beyond Europe
• Manage a portfolio of customers based on a specific language group, from the moment they sign a contract with us and for as long as they remain a customer
• Work with customers commercially, with focus on their retention and renewal, as well as any opportunities to upsell and expand their collaboration with us
• Work with partners and together with the Sales team, develop strategies to expand the business we are doing with each respective partner
• Work with triaging, responding and closing customer support tickets using global-standard ticket management software (Intercom) and AI tools
• Observe and identify recurring topics and requests from customers and help with creating responses or help center articles to minimize the number of recurring tickets
• Deliver customer onboarding for new customers and help with any related tasks
• Provide input and feedback in the form of potential product optimization ideas and feature requests

What you bring

• Professional fluency in English and Portuguese
• Able to work around 20 hours a week (part-time) at our Copenhagen office
• A structured and detail-oriented mindset
• Interest in working with customers commercially, perform against targets and be very customer-facing, both in writing and in customer meetings (online)
• Interest in the compliance field; however previous knowledge or experience with compliance is not a requirement
• You are a quick learner and take an interest in learning more about customer-focused communication, customer management strategies and customer support
• You have experience with, or want to learn how to work with standard systems and tools in software companies (like a CRM or Support Software)

Please note that having previous working experience or experience in Customer Success is not mandatory for this role. We hire for the right personality and mindset and we believe that you could thrive in this role if you are a fast learner, quick thinker and are genuinely interested in working with customers.

Practicalities

• Salary: starting at DKK 155 per hour, with the potential to increase as your expertise grows.
• Office location: Skelbækgade 2, Copenhagen

Our salary levels are directly linked to our structured career framework, which includes regular performance reviews. As you build skills, take on new responsibilities, and progress in your role, your salary grows with you. Our framework makes development clear and transparent, so you always know what the next step looks like.

What do we offer you?

• An opportunity to be part of and create impact in a fast-growing company operating in the extremely important field of Governance, Risk and Compliance (GRC), aiming to make it easy for businesses to do the right thing
• Thorough pre- and onboarding to set you up for success
• A culture of ownership, trust, and independence with the support you need
• Continuous development through bi-annual growth talks and weekly check-ins
• Benefits, including lunch, health insurance, and social events
• A strong team spirit where we celebrate wins and enjoy time together across offices
• Our annual Global Summit, where the whole company meets and connects

Our recruitment process

• Send your application and upload relevant information
• 15-30 minutes online interview with our Talent Acquisition team
• 30-minute interview with the Hiring Manager
• Completion of Personality Assessment and a potential follow up session with the Hiring Manager and/or a team member