Are you ready to take on a meaningful challenge and make a real impact as an early team member in our growing Customer Success function?

Do you have a service mindset, a curious attitude, and a desire to build great experiences for customers during onboarding and support? If you're motivated by helping others succeed and eager to learn in a fast-paced SaaS environment, you might be exactly who we're looking for.

The opportunity and what we offer

Formalize is on an expansive journey with strong market traction across Europe. As a Customer Success Agent, you will play a key supporting role in ensuring new customers have a smooth experience transitioning onto the Formalize platform. You will have the opportunity to:

• Be part of a fast-growing international SaaS company
• Gain high level of trust and autonomy
• Be part of a social, diverse and international team

Responsibilities

• Support our local Customer Success Managers with technical setup and onboarding tasks for new customers on the Formalize platform.
• Assist with customer data migration from legacy systems into our platform.
• Handle incoming support tickets for both the Formalize and Whistleblower Software (WBS) products.
• Take ownership of onboarding for WBS customers, including running training sessions and guiding customers through setup and adoption.
• Drive NPS initiatives and support product reviews.
• Maintain clear documentation of common issues, setup processes, and onboarding workflows to improve efficiency and knowledge sharing.
• Act as a friendly and helpful first point of contact for customers, ensuring they have a smooth and successful start with our products.

Qualifications and about you

• 1-2 years of experience in a customer-facing or technical support role (internships or project-based experience also welcome).
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Basic technical proficiency – comfortable working with data formats (e.g., CSV, Excel), web-based platforms, and general troubleshooting.
• High attention to detail, particularly when handling customer data and processes.
• Eagerness to learn, collaborate and grow in a fast-paced SaaS environment.
• Native in Italian and professional fluency in English
• Able to work 40 hours/week in our Italian office
• You thrive in an environment where you contribute to maintaining a high momentum

About Formalize

Formalize is a tech company founded in 2021 with offices in Aarhus, Copenhagen, Milan and Madrid. Currently we are a team of +150 people from 14 nationalities operating in multiple European markets and are one of the fastest growing SaaS scale-ups.

Our journey started within the whistleblowing compliance sector, highlighted by the award-winning Whistleblower Software by Formalize, laying the foundation of our success story.

This initial chapter has been within whistleblowing compliance and meeting those regulations. Along the way we established strong partnerships and a base of satisfied customers. Our commitment was recognized through the best customer support, which earned us reputation as a customer-centric pioneer. But now, we extended our expertise to a larger compliance universe including data compliance, risk and privacy.

Formalize helps companies to effortlessly navigate and stay ahead in the ever-changing landscape of compliance. Our platform adapts to regulatory changes, continuously adapting to meet, and foresee, the evolving needs of our users - ensuring businesses remain compliant and confident in their operations.

Traits that describe our culture and employees:

• We are all very goal oriented and hardworking
• We are responsible, and we like accountability
• We are connecting, and we like to build meaningful relationships
• We are optimistic and like to laugh and have a positive atmosphere
• We like to dream big and to have clear visions for the future

Test in the recruitment process

In the recruitment process, we use talent profiles. You will therefore receive a link to the test after sending your application.

Experience shows that it provides the best experience for both candidates and us as a company. It's not about answering right or wrong, but whether one's talents match the context you will work in. We want to hire a colleague who really thrives and flourishes with us, and therefore we are looking for the employee who will be a good fit with Formalize in relation to

• Fit between the person and work tasks
• Fit between the person and the colleagues in the team
• Fit between the person and the management

We know that when this is staged optimally, you thrive and succeed much better in your job.

Recruitment Process

• Send application and upload relevant information
• Completion of Talent test
• 15 minutes online interview with our Talent Acquisition team
• 45 minutes online interview with our hiring manager
• 30 minutes cultural interview with one of our current Customer Success Managers

Apply by attaching your resume and other relevant information and you will hear from us soon!

We will hold interviews and hire on an ongoing basis. For more information or questions please contact the responsible recruiter in the Talent team.