The interest for flight simulation is soaring and so are we! Navigraph is currently looking for a Customer Support Specialist for our office in Gamla Stan, Stockholm (soon Norra Bantorget as we’ve grown out of our current office). At Navigraph we pride ourselves on the close relationship with our users. We interact with flight simulation pilots worldwide to collect feedback for product development, help with getting started, and ensure new pilots feel welcome in our community. This is your chance to be a part of a great team representing a brand users have known and loved for many years.

About Navigraph

Navigraph is a world-leading SaaS company serving serious flight simulator pilots with charts, navigation data, and flight planning services. Our software, built on the latest technology, offers a unique user experience in flight simulation. Navigraph has a strong brand, dedicated users, established products, a great product/market fit, and a clear product roadmap. We are in an excellent position to grow and will provide you with all the means necessary to excel in your work.

We have a global crew of c. 45 aviation-loving professionals and growing. Our founders Magnus Axholt (CEO) and Stephen O’Connell (CTO) are still active in the company and our team thrives on creativity, experimentation, and collaboration.

Check out our career site for more information on who we are ✨.

What You’ll Do!

As Customer Support Specialist you will join the Navigraph Support Team in providing first-line support to users via email, social media, and support forum. Typical inquiries relate to subscription and user account management, reimbursements, pre-purchase questions, and product feedback. In a typical month, the team handles 1,300 forum posts, 500 emails, and a varying amount of social media posts; however, we are expecting these numbers to grow. As a part of the team you will also create and maintain answers to frequently asked questions, and policy documents, to continuously evaluate the service level.

The Navigraph Support Team is divided into front-line and back-office support and comprises 13 individuals with varying expertise. The team members are typically also active within other company areas, such as community management, development, and user experience. The work hours are typically Swedish office hours.

The team is evaluated on the number of tickets handled, initial response time, total resolution time, and customer satisfaction.

What You’ll Need!

• Fluency in English

• Strong written communication skills

• Previous work experience within customer support, hospitality, or sales.

• Experience with ZenDesk or similar issue tracking system

• Problem-solving skills and attention to detail

• Empathy, patience and service-mindedness

What we offer!

A vibrant team where we have adopted a creative learning culture. Experimentation and innovation are strongly encouraged.

• Flexible hiring: On-site or hybrid. The position is based in Stockholm.

• Work-Life Balance: Flexible hours and the freedom to work remotely

• Perks: A great benefits package; please check out our career site.

• Growth Opportunities: We’ll support your professional development and give you the resources to excel.

• Tech set-up: We’ll equip you with everything you need - including access to our very own in-house studio!

• Memorable experiences: The Navigraph team is a tight-knit group with diverse backgrounds and experiences. We enjoy spending time together, and it is not uncommon for our yearly trips to flight simulator conventions in Europe and the U.S. to be combined with team-building activities that leave lasting impressions!

How to Join the Team?

We’re reviewing applications quickly - so don’t leave us hanging too long! 🚀✈️ Apply now!