Customer Care Lead at Cana Care

Do you want to help lift Cana Care's customer service up to the biggest stars? Then read on!

Who are we?

Cana Care is a successful D2C growth company within functional skincare. We create noticeable results for our customers through skincare developed with strong professional expertise and deep respect for both people and the environment.

At Cana Care we say it often and without hesitation: our customer service is the company's single most important function. Without our customers we are nothing. We offer a full satisfaction guarantee, and we are deeply committed to always taking care of our customers with the utmost compassion.

Today we have an incredibly strong customer service team that we are very proud of — but we don't want to be "just" good because we're nice. We also want to be the smartest and most efficient in the way we run customer service.

We are therefore looking for a Customer Care Lead who loves the day-to-day customer work, but who also has the skills and ambitions to continuously modernize, automate, and optimize our processes. The goal is simple: by letting AI and smart workflows handle routine tasks, we become lightning-fast on standard replies — and free up valuable time to provide deep, attentive, and personal guidance to the customers who truly need it, as we scale both domestically and internationally.

The role is 100% hands-on, where you sit on the front line every day and drive great experiences while working closely with our Head of Growth and Head of Operations to continuously develop the department.

What we offer

  • Shape and build the customer service of the future: A key role where you do more than manage an inbox — you help develop, streamline, and future-proof our customer journey.

  • Close strategic collaboration: You will regularly consult with our Head of Growth and Head of Operations so that customer feedback directly influences company development, marketing, and processes.

  • The perfect balance: A daily routine where you nurture warm, human relationships while diving into the latest AI tools, automations, and smart technology.

  • High pace and plenty of room to grow: We are a close-knit team of eight colleagues in the heart of Nørrebro. With us, there is a short path from good idea to action, and we celebrate our successes together.


Your responsibilities

You will be Cana Care's voice externally and our customers' closest ally. Your tasks include:

  • First-class hands-on customer service: You respond daily to enquiries by email, SoMe, and possibly phone. You ensure that every customer feels seen, heard, and advised with high professionalism and empathy.

  • Optimization, AI & Automations: You constantly spot patterns and bottlenecks. You design and implement intelligent autoresponders, AI integrations, and FAQ flows that solve simple enquiries instantly and free up time for complex advisory cases.

  • Preparation for international scaling: You build structures and processes that ensure our customer service can maintain its exceptionally high quality and short response times — even when customer volume multiplies nationally and internationally.

  • Data and feedback loop: You gather insights on customers' experiences and challenges and feed them directly back to the team so we continuously remove friction on the website and in the purchase experience.


Who are you?

You love customer service as a discipline and see it as a crucial growth engine for a strong D2C brand. You thrive in the intersection between deep empathy and technological curiosity.

We imagine that you:

  • Have at least 2 years of experience in a similar customer service or support role within an e-commerce/D2C company.

  • Are tech- and automation-savvy: You are familiar with (or can quickly learn) modern customer service systems (e.g., Gorgias, which we use) as well as the use of AI and automated workflows.

  • Are strong linguistically and highly empathetic: You write flawlessly and capture Cana Care's tone of voice perfectly — whether you're advising on skincare routines or handling a difficult complaint.

  • Have a natural talent for process optimization: You get excited about making things smarter and faster. You don't wait to be assigned tasks — you proactively present solutions that improve everyday life for both customers and the team.


Practical information

  • Application deadline: As soon as possible (we conduct interviews on an ongoing basis)

  • Start date: As soon as possible

  • Workplace: Our lovely office in the heart of Nørrebro (København N)

  • Bonus info: We have an office dog, Martha – a small, shy, and incredibly sweet Cavalier King Charles Spaniel.


How to apply

Send your application and CV to recruit@canacare.com

Please tell us about a concrete situation where you used an automation, a process change, or a clever tactic to make customer service both faster and more personal.