Job Description

Roles & Responsibilities

What you'll get:

• The opportunity to make an impact at a fast-growing SaaS scale-up;
• A global and customized onboarding program (9,1/10 rated by previous hires);
• A hybrid working model 3 days from the office, 2 day from home.

What you ll bring:

• At least a bachelor's degree or equivalent work experience.
• 5+ years of experience in a technical customer support role across IT industry/ complex product.
• Strong coordination and follow-up skills. You re able to juggle multiple requests and ensure nothing falls through the cracks. You have excellent attention to detail and time management.
• Technical affinity. You are comfortable using Excel, learning new software, and can understand HTML or XML. Experience working with E-Commerce software and/or ERPs is a plus.
• Communication skills. You speak and write fluently in English. Dutch and/or German are a plus. You easily understand customer needs and know how to look for the question behind the question .

Desired Candidate Profile

What you ll be doing:

• Acting as the first point of contact for our customers & partners;
• Proactively managing incoming tickets within SLA to ensure high customer satisfaction. You ll be prioritizing clear communication, expectation management, and timely follow-ups to ensure a smooth and supportive customer experience.
• Keeping customers informed at every step by proactively sharing updates and next steps, even when the issue is still being investigated.
• Taking full ownership of the ticket lifecycle. Even if you can t solve the issue yourself, you ll coordinate with other internal teams to ensure it gets resolved.
• Analysing markup language and application logs to aid the development team in eliminating product bugs;
• Collaborating across functional areas to address customers needs as their champion.

What you ll bring:

• A customer-first mindset. You re not just reactive you think ahead. You understand how to manage expectations, communicate clearly, and turn challenges into positive experiences. You always strive to reach the best possible solution for your customers.