Customer Support Swedish Speaking - Full-Time (Hybrid Working in Malta)

Join a vibrant international team dedicated to making the Internet a safer place for everyone!

Who are we? 

Besedo is a tech company delivering Trust & Safety solutions to online marketplaces worldwide. Every year, we review and moderate over 500 million pieces of user-generated content and block more than 40 million fraud attempts – helping online platforms stay safe and trusted for millions of users. Besedo has headquarters in Stockholm (Sweden) and employs over 350 employees in 5 offices in different countries. Implio is our all-in-one SaaS moderation platform that combines state-of-the-art AI (deep learning, NLP, computer vision) with a powerful user interface for human moderation and powerful analytics. The result is an easy-to-use content moderation solution that enables companies to reduce risks, protect their users and build safer online environments.

Learn more about Implio in this video, and discover more about Besedo on their website.

About the Role:

As Customer Support Agent, you will be responsible for providing high-quality support to users while ensuring a safe and positive online experience. You will handle customer inquiries, review cases, and resolve issues efficiently in line with company policies and client guidelines.

Your Responsibilities:

• Supporting users and answer their questions via email.

• Participating in regular training sessions to learn and maintain expert knowledge of publication rules, market trends and moderation best practices.

• Collaborating with your team members.

• Providing feedback to managers on trends, common end-user mistakes and questions. You are our eyes and ears and you know the users the best!

• Giving input on improvements of publication rules to improve user experiences.

• Manage complaints and disputes between buyers and sellers, ensuring adherence to company policies and guidelines.

• Facilitate returns, price adjustments, and claims for damaged or lost packages, utilizing internal systems and communication channels effectively.

• Process payments and refunds accurately and efficiently, resolving any issues or discrepancies promptly.

• Liaise with external partners  to address support queries and ensure smooth transaction processes.

• Actively monitor and respond to instances of fraud or policy violations, taking appropriate actions in accordance with established protocols.

​​​​​​​Skills, Knowledge & Expertise:

• Fluent in Swedish and have good knowledge of English.

• Flexible and able to make quick decisions in a dynamic environment.

• Conscientious and reliable – commitment is one of our core values!

• Eagle-eyed with great attention to details.

• Caring about people – you will be working with securing the online safety our customers and their users.

• Ideally interested in marketplaces, shared economy and new technology.

We offer:

• An opportunity to make a positive impact on the digital world, by making the internet a  safer place.

• A stimulating and rewarding job in a fast-moving, innovative and international tech-company.

• Career opportunities within a management or expert field.

• Ability to work from home in Malta and the office in Qormi.

• Additional vacation days.

• Free fruit, tea and coffee if you prefer working in the office.

• Free day transport to the office from certain areas within Malta.

• Team performance bonus and working from home allowance, 

• Corporate discounts for gym memberships, shops and taxi's.

• Private Health Insurance, eye care tests, health and well-being professional support.

• Refer a friend bonus scheme. 

• Comprehensive training and constant feedback.

• Fun events, great colleagues and a fresh, playful workplace with a variety of cultures.