Our Customer is a trusted provider of international SaaS-based website uptime monitoring solutions, helping businesses ensure their websites are performing optimally with minimal downtime. The platform is designed to alert clients of issues in real-time, offering crucial support to global companies across various industries. We are expanding into new business segments and looking for a talented Customer Support & Administration Associate to help drive growth, increase brand awareness, and develop new customer relationships. The company is currently based in Belgium and has an office in Cairo.

Role Overview:

As a Customer Support & Administration Associate, you will play a crucial role in driving growth by nurturing client relationships, identifying new business opportunities and supporting the team administratively. Working closely with the Sales & Marketing and IT technical colleagues, you’ll support them with compelling messaging that highlights the value of our platform and work to retain and attract new customers.

You’ll be responsible for managing the Customer Support & Administration activities, while also supporting  the customer’s marketing campaigns, sales activities and product development. 

Key Responsibilities:

As Customer Support & Administration Associate you are accountable of the customer relationship and administrative tasks. Your key responsibilities are:

• Customer Success:
  • Build and maintain long-term relationships with clients. Use Zendesk ticketing platform to manage day-to-day communication and support.
  • Gather customer feedback to influence product development.
  • Work with the Sales & Marketing & Technical teams to align messaging and development of product features
• Sales & Marketing Support:
  • Identify and pursue new business opportunities (e.g., e-commerce, SaaS) in collaboration with the Sales & Marketing team.
  • Deploy strategies to generate new sales and expand the customer base.
  • Support the Sales & Marketing team in the development of content (blog posts, case studies) to promote the company services.
• Administration Support:
  • Maintain and Organize Records: Update and manage customer information in database and filing systems, ensuring accuracy and confidentiality. Update customer KPI’s on a weekly & monthly basis.
  • Prepare Reports and Documentation: Compile and present summaries of customer interactions, feedback, and recurring issues for team analysis and process improvements.
  • Coordinate Team Communication: Schedule meetings, handle correspondence, and distribute relevant updates or materials to support smooth team operations.