Customer Support Expert – EPD International

Do you enjoy working with clients? Are you service-minded, communicative, and motivated by solving technical challenges? EPD International's Market & Support team is growing, and we are now looking for a proactive and skilled Customer Support Expert to take a central role in our support function.

About the role

As our new Customer Support Expert, you will lead and operate the first-line support for our clients and stakeholders. You will handle incoming requests, solve a wide range of inquiries, and ensure that every customer receives timely, high-quality support.

Beyond the daily operational work, you will also take an active role in developing the support function together with the Market & Support Team Lead and our Customer Success Expert. This includes improving processes, monitoring KPIs, and ensuring we continuously improve our support function and service. You will thrive here if you enjoy a dynamic, international environment where not all processes are fixed—your ideas and initiatives will directly contribute to how we work.

Our service offering is SaaS-based and connected to multiple stakeholders as well as EN and ISO standards. This brings a level of complexity, and we therefore value experience from technical or complex support environments.

Key Responsibilities

• Operate and lead the first-line support function

• Respond to support tickets and provide solutions to client and stakeholder challenges

• Develop and improve support processes and routines

• Monitor KPIs for the support function

• Ensure follow-up to all requests, develop standard responses

• Collaborate closely with Customer Success, Market, and Product teams

• Contribute to a positive client experience across all touchpoints

• Translate customer inquiries into actionable tasks and provide customer insights to other teams

Who you are

We believe you recognize yourself in many of the following:

• A service-minded and humble team player who genuinely enjoys customer support

• Excellent communication skills and comfortable interacting with clients

• Skilled at solving problems and navigating technical or complex inquiries

• Proficient in English(English is our primary working language), Swedish is a plus

• Structured, process-driven and detail-oriented—quick response times, clear documentation, and consistent routines

• Technically curious with a basic understanding of IT solutions

• Able to handle many cases simultaneously—even under pressure

• Proactive, self-led, and not afraid to bring new ideas to the table

• Enjoys working in cross-functional teams

• Curious and motivated to grow and learn

• Previous experience: 3–5 years in customer support, ideally in a technical or SaaS environment

We offer

• A dynamic and international working environment

• Full-time employment at a fast-growing company in the climate data sector

• The opportunity to contribute to meaningful sustainability work under the umbrella of IVL Swedish Environmental Research Institute

• A creative, collaborative workplace with strong values in diversity, innovation, and engagement

• Great opportunities for personal and professional development

• Access to IVL's vibrant community with clubs, social activities, and modern activity-based offices

At IVL, you will be part of a workplace where your passion for sustainability truly makes a difference

Apply with your CV by clicking "Apply here". We will review applications ans interview candidates continuously throughout the recruitment period, so please do not wait to submit your application. We look forward to hearing from you

To staffing and recruitment agencies, and to sales representatives:

We kindly but firmly decline direct contact regarding staffing, recruitment services, or additional job advertisement sales.

About EPD International AB

EPD International AB operates the International EPD System, one of the world's leading programs for verified environmental declarations.

We provide a global platform for transparent, comparable climate and environmental data based on ISO and EN standards.

Our work supports companies, industries, and stakeholders in measuring, reporting, and communicating environmental performance.

As part of IVL Swedish Environmental Research Institute, we combine scientific expertise with practical solutions for a more sustainable society.

We are a rapidly growing organization with an international network and a strong commitment to advancing credible sustainability information.