Job Description

We are looking for a proactive, customer-focused First Line Application Support Consultant to join our team, supporting customers across the Pinewood.AI platform.

This is an English-speaking role, with either Danish (preferred) or Swedish language skills required to support our Nordic customers alongside our wider global customer base. Strong written and verbal communication skills in English and either Danish or Swedish are essential.

In this role, you’ll be the first point of contact for software support queries across areas such as Finance, Accounts, Aftersales and other dealership-related applications. The Pinewood.AI platform supports automotive retailers across a range of key business areas, helping users manage their day-to-day operations more effectively. You’ll be responsible for resolving issues quickly where possible and escalating more complex issues when required. Using your problem-solving skills, strong communication, and sense of ownership, you’ll ensure every customer receives a consistent, high-quality support experience.

This role is ideal for someone with experience in IT Support, Application Support, Technical Support or Software Customer Support who enjoys solving problems and helping customers. We also welcome applications from articulate, customer-focused graduates who are fluent in the required languages and are looking to build a career in software support. Full training will be provided to help you develop your knowledge of the Pinewood.AI platform.

If you enjoy learning, thrive in a collaborative environment, and want to be part of a global business that values innovation, continuous improvement and exceptional customer service, we’d love to hear from you.

Key Responsibilities:

• Be the first point of contact for Application Support queries raised by customers, responding quickly and professionally across all channels.
• Provide clear, helpful advice and resolutions to users experiencing issues with the Pinewood.AI platform, using available knowledge resources and internal workflows.
• Support English-speaking customers, as well as Swedish or Danish-speaking customers, clearly and professionally, ensuring they receive the same high-quality experience across all support channels.
• Support customers across a range of product modules, including Finance, Accounts, Aftersales and other dealership-related areas.
• Accurately log every customer interaction in Zendesk, ensuring information is complete, easy to follow, and useful for future reporting and quality checks.
• Where an issue can’t be resolved at first contact, triage and escalate it to the second-line team with all the necessary detail, doing so quickly and clearly.
• Keep customers regularly updated on their open tickets in line with our service level expectations, and make sure they always know what to expect next.
• Take ownership of your own performance by tracking your KPIs, including response time, resolution rate and customer satisfaction, and working with your Team Leader to improve where needed.
• Actively contribute to team goals, helping to manage workload across the team and jumping in to support others when needed.
• Build your system and product knowledge by following your onboarding and learning plan, staying curious and engaged as the platform evolves.
• Flag critical or high-priority issues to your Team Leader promptly, and keep customers reassured through clear, confident communication until resolution.
• Represent Pinewood.AI with professionalism, empathy and a customer-first mindset in every interaction.

Requirements

• Fluent English language skills, with excellent written and verbal communication.
• Fluent Danish (preferred) or Swedish language skills, with excellent written and verbal communication.
• Either:

• Experience in IT Support, Application Support, Technical Support, Software Support or another customer-facing support environment; or
• A recent degree or equivalent qualification, with strong communication skills and a genuine interest in technology, software and customer support.

• Strong customer service skills, with the ability to communicate clearly, calmly and professionally.
• Good problem-solving and analytical skills, with the curiosity to investigate issues and identify appropriate solutions.
• A proactive approach, with a strong sense of ownership and a commitment to delivering a high-quality customer experience.
• The ability to work effectively within a close-knit team while managing your own workload.
• An eagerness to learn and develop through structured training and ongoing support.
• Flexibility to travel occasionally and adapt within a fast-paced, evolving environment.

Desirable Experience

• Experience using support tools or ticketing platforms such as Zendesk, Freshdesk, ServiceNow or Jira.
• Previous experience within the automotive industry.
• Experience working with dealership software, Dealer Management Systems or automotive retail platforms.
• Familiarity with Pinewood.AI, formerly Pinewood DMS or Pinnacle, or equivalent dealership software.
• An understanding of automotive dealership operations, including Finance, Accounts, Sales, Service, Parts or Aftersales.
• Experience supporting business-critical applications, SaaS products or cloud-based software platforms.

Benefits

• A competitive starting salary of £25,000 per annum
• 5% stakeholder bonus scheme
• Share scheme
• Hybrid working
• 25 days holiday plus all UK bank holidays
• 4x life assurance
• Enhanced family-friendly leave – 5 months’ full pay for maternity or adoption, plus 2 weeks’ fully paid paternity/adoption leave and an extra 2 weeks to use as paid annual leave within 24 months of birth or adoption
• Employee Assistance Programme (EAP) – free, confidential 24/7 support for you and your immediate family (including counselling, legal & financial advice, and wellbeing resources)
• Regular 1-2-1s and career development opportunities
• Free onsite gym (Birmingham)
• Cycle to Work scheme – save up to 40% on bikes and accessories through salary sacrifice
• Eyecare vouchers – free eye test and contribution towards prescription glasses
• Regular social events
• Employee recognition and awards
  

Why join Pinewood.AI?

This is an exciting opportunity to connect, communicate, and make a real impact across a global technology business. As a First Line Support Consultant at Pinewood.AI, you’ll be on the frontline of our customer experience building trust, driving clarity, and delivering outstanding support as customers use our global SaaS platform. We’re looking for ambitious individuals ready to start or grow their career in a fast-moving, innovative SaaS environment.

About Us

Our story began more than 20 years ago, but right from the start, it has been rooted in the specific needs of the automotive industry. As automotive professionals as well as technologists, we wanted to build practical technology solutions that were designed around how automotive businesses work, recognising what makes them different. Pinewood.AI is an unparalleled Automotive Intelligence Platform that enables automotive retail customers and OEMs to drive growth and profitability throughout every aspect of their business.

Pinewood’s cloud-based, secure end-to-end ecosystem unlocks the value of every customer. Our vision is to be the full-service technology partner that helps automotive retailers and OEMs run more efficiently and increase revenue by making better commercial and business decisions more easily.