Customer experience team lead

Full-time

Build a world-class CX department from scratch

byACRE is a Danish company revolutionizing the perception of assistive devices through industry-leading products and brand building– recognized internationally with FedEx Europe's Most Innovative Start-Up award and several product design awards in the EU, US and Japan.

Our customers love our products. Now we're bringing customer service in-house to build a customer experience that matches them – and we're looking for the person to lead it.

Together with our Head of D2C, you'll build a brand-new international Customer Experience department from the ground up – starting with you and two team members. You'll help shape the culture, the ways of working and the tools, with real influence and ownership from day one.

The role

You'll lead byACRE's new in-house Customer Experience team, serving customers across Western Europe, the US and beyond. The working language is primarily English, with German also in the mix. Reporting to the Head of D2C, your key responsibilities will be:

Leadership & culture

Lead, motivate and develop the team – and act as the culture bearer for the department
Build a department of true team players – high spirits, pride in the work, and genuine care for customers and each other; we back each other up in tough cases, and there's no room for intrigue or drama
Foster decisiveness in yourself and your team – decisions that are both kind to the customer and commercially sound

Hands-on customer experience

Lead from the front: initially around 80% of your time is spent solving customer cases yourself – decreasing as the department matures
Set the standard for elite customer experience: human, empathetic, solution-oriented – common sense over rigid scripts, and the customer never caught between byACRE, retailers and distributors

Building & improving the department

Design processes and ways of working from scratch, in close collaboration with the Head of D2C
Define and follow up on KPIs – a compass for performance and a starting point for improvement conversations, never a stick
Drive needs-based sales directly from customer service – finding the right product for the customer's life,

never

pushing products

Be instrumental in automating customer service the right way, with AI as a collaborator – scaling inquiries without scaling headcount at the same pace, and

never

at the expense of answer quality

Share knowledge with e-commerce, engineering and other departments, so the customer's voice is represented in the decisions we make

This is you

3–5 years in customer service / customer experience – you know from experience what great looks like, ideally internationally and from e-commerce/D2C or premium consumer brands
An experienced people leader – or a senior CS/CX profile ready for your first leadership role
Fluent in Danish and able to communicate fluently in English with native speakers. Fluently German, French or other languages is a plus
A true team player – at byACRE this is absolutely essential: we support each other when customer cases get tough, share knowledge generously, and win as a team, never at each other's expense.
Proactive with real drive – a pleasant, winning personality who leads by example
Empathetic with customers, and you don't lose your good mood over the negativity that naturally comes with the job
Caring about your team's wellbeing and the atmosphere you build together
Performance-minded and curious about KPIs – eager to reach them, improve them and

understand

what's behind them

Our customer experience philosophy

The customer has a problem, and it gets solved.

Empathy over suspicion – we'd rather be fooled occasionally than let a customer down (though we're not naive).

We understand that when a product doesn't work, the customer can't live their life properly. We happily use unconventional methods to succeed for them.

Performance matters – we're not a social club – but high spirits and job satisfaction are among the most important things we build.

This is byACRE

We've expanded globally across the USA, Western Europe and Asia, with double- and triple-digit growth rates in recent years – earning byACRE a Gazelle award and 3rd place in the Ehandelsprisen Export category in 2026.

Joining us means contributing to our mission of helping people maintain an active lifestyle despite physical limitations. Our workplace at IndiaKaj in central Copenhagen is truly international, with caring and passionate colleagues from many countries and all age groups – an open-minded environment where the

best argument wins

, quality is prioritized over quantity, and the time from idea to implementation is short.

Why join byACRE?

A rare chance to help build an entire department from scratch – and put your stamp on it
Real ownership and influence from day one, in close partnership with the Head of Ecom & Customer Service
Ongoing learning and development in a seasoned, international team
Competitive salary and benefits