Client Support Specialist
SwedenCompetitive0 applicants
About this role
Hi there!
Own the client experience, start to finish
At Eliq, we build products that make energy consumption data meaningful — for utilities and millions of end users. As a Client Support Specialist, you'll be the person our clients rely on when something isn't working. You own each case from first contact through to resolution, making sure clients feel heard, informed, and confident the whole way through.
This is a hands-on, early-career role where you keep clients moving, communicating clearly, coordinating across teams, and making sure nothing falls through the cracks. You'll be part of the Delivery team, reporting to the Head of Delivery, and work closely with Service Delivery Managers, Product, and Engineering.
Responsibilities
- Client Experience Ownership: Be the main point of contact when clients have issues. Set clear expectations, keep them updated, and make sure they always know where things stand.
- Resolution & SLA Management: Own support cases end-to-end — from intake to closure — ensuring every client gets a timely resolution within agreed service levels (SLAs).
- Clear Communication: Translate what's happening technically into plain, honest updates clients can act on. No jargon, just clarity.
- Internal Coordination: Work with Product and Engineering to investigate and drive issues to resolution. Be the client's advocate inside the company.
- Smart Escalation: Know when to escalate, and make sure escalations are crisp and move quickly.
- Who You Are
- Client-first by nature — you take it personally when a client's experience isn't good, and you don't let go until it's resolved.
- A calm, clear communicator who can manage expectations under pressure without overpromising.
- Comfortable taking ownership and following through without needing constant direction.
- Professional proficiency in English required
- Around 1–3 years of experience in a support, account management, or client-facing role — preferably in a tech or SaaS environment.
- Comfortable working with technical sy