Customer Support Specialist

Shine is the financial copilot for entrepreneurs and small business owners.

Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger
Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants.
Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe.
We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal.

Your hiring experience matters
Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive.
If this sounds like somewhere you want to grow, we'd love to hear from you.

The Customer Support team at Shine

Salary is a standalone Danish payroll product within the wider Shine family.

You will join a small and easy-going team of three colleagues who work closely together and depend on each other. We believe it is important to ask for help when you need it and to be happy to step in when a colleague needs a hand.
Our work has busy periods, especially around the main payroll runs, where the focus is on supporting our customers, as well as quieter periods where we each have time to focus on other tasks and projects. This makes good communication and teamwork an important part of how we work together. We have a warm, collaborative team spirit and are always happy to share knowledge, support each other and learn from one another.

We are excited to welcome a fourth person to the team and look forward to getting to know you, learning from you and working together to make Salary even better.

Your role as a Customer Support Specialist

You will be one of the people our customers turn to when they need help with their payroll. Your primary focus will be delivering an excellent support experience through direct contact by phone, email and chat. You do not need to be a payroll expert from day one: we are looking for someone with a strong customer support mindset who is curious, eager to learn and motivated to develop expertise in payroll processes, calculations and relevant legislation.

During quieter periods outside the main payroll runs, you will also work more closely with larger customers, write payroll support articles, conduct product testing, and optimize customer support workflows to create an even better experience for both our team and our customers.

Your responsibilities will include:

• Providing friendly, professional and solution-oriented support to customers by phone, email and chat

• Investigating and resolving customer questions, including complex cases involving payroll calculations , payroll processes and relevant rules and legislation

• Building knowledge of Danish payroll processes and becoming a trusted point of contact for our customers

• Working closely with the team to share knowledge, coordinate support and ensure a consistent customer experience

• Identifying recurring issues, product gaps and opportunities for improvement, and sharing your insights with product and development

• Supporting customer success activities for larger customers, including onboarding, product demonstrations, and gathering customer feedback

• Improving support content and ways of working by writing payroll support articles for internal and external use

Job located in Copenhagen, five days a week in the office (freshly cooked lunch included every day).

About you

• You have previous experience in customer support, customer service or a similar customer-facing role — this is essential

• You genuinely enjoy talking to customers and are comfortable supporting them directly by phone and email

• You are patient, empathetic and able to explain complex topics in a clear and reassuring way

• You have a curious, analytical “puzzle-solving” mindset and are not afraid of numbers, details or learning about payroll and legislation

• You are proactive in your approach to tasks and love working independently

• Experience with other payroll systems or knowledge of Danish tax regulations and vacation laws is a plus

• You are based in Copenhagen or within daily commuting distance and are comfortable working from our Copenhagen office five days per week

• You communicate fluently in English and Danish (C1/C2 level).

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.

Our recruitment process

1️⃣ A 15' first call Rikke to get to know you better and share more about Shine. We will send a small case that we also go through at the interview.

2️⃣ A 75' interview with Rikke and Merete to discuss your past experiences and the role we are offering + team introduction and get-to-know the office in Copenhagen