Customer Support Representative
Your main job is to support our customers by handling all procedural and technical questions about our platform.
What you’ll do if you join us
You will be the first point of contact for new merchants on our platform. One of the crucial points for our growth is the quality of service we provide to our customers. We need to make sure our merchants receive outstanding and timely support when needed.
You will be joining our rapidly expanding Customer Support function as a Customer Support Representative, owning front-line support responsibilities, while Customer Success Managers focus on onboarding and customer growth activities.
We're always improving our products and services. Therefore you will work closely together with our Sales, Marketing- and Product teams.
This role is hybrid and based in Amsterdam, reporting to the CEO.
Your working week may include:
Support our customers by handling all procedural and technical questions about our platform.
Continuously look for ways to improve the way we support our customers (e.g. identifying common queries and making sure these are addressed in self-serve articles or by providing feedback to our product development teams).
Contribute to improving the Customer Experience and the Instant platform by providing feedback.
Actively listen to customers to understand their issues or concerns.
Provide step-by-step guidance for the resolution of technical issues.
Educate customers on the features of company products/services to minimize technical challenges.
Follow-up with customers to ensure their issues are entirely resolved and use a ticketing system to document and track customer issues.
Stay up to date on new product updates.
Produce periodic reports of technical support operations to company management.
Proactively find ways to support our customers’ experience through process ideation and documentation.
What we’re looking for
Fluent (written and spoken) in English
You are a natural problem solver, able to quickly understand problems and identify solutions.
Able to adapt to new processes and work in a fast-paced environment.
Affinity with eCommerce, technology, and knowledge of the Headless market.
2+ years experience in Customer support
Proven capacity to reliably manage a lot of different tasks at once without falling behind or getting flustered.
This role is a killer opportunity to work with one of Amsterdam’s most dynamic and fast-moving start-ups in tech. You’ll be a pivotal member of the team with a chance to put your stamp on our business as we expand globally in the next year and beyond.
A career-defining opportunity to shape the future of a scaling business
Becoming part of an international, highly talented, and ambitious team
The opportunity to profit from the exponential growth of true stock options
We work Hybrid with remote-first principles and an Amsterdam HQ. Keyword: flexibility
Unlimited vacation days + National holidays
Monthly team events
Yearly company retreat
Access to mental health support via OpenUp
Flexible employee benefits via YourCampus
The biggest determinants of success are a willingness to learn, try new things, fail, and pushing yourself to grow. An enriching working environment helps you prosper as a human being and experience exceptional personal growth through work as the vehicle. If this is what you've been looking for, apply!
€ 33k - 40k
What is your hiring process?
We will start with an interview to get to know you and see if there is a potential fit. Then you are asked to make a take-home assignment to assess skill-level. Based on that you will be invited for the 2nd interview. Lastly, we will make an offer to whom we feel is the best fit for the role.
Can I work remote?
Yes, you can.
Can I freelance with you?
We believe in creating 90% of the work in-house. For the occasional 10% we are definitely open to meet people who are great in what they do.
I am not a European citizen, can you sponsor my visa?
Yes we can! As a matter of fact, we have 3+ non-european nationalities in the team.
Sometimes all you need to do is take that first step
Maybe you're still kinda good where you are but slowly exploring opportunities for 6-12 months from now. Break the ice and we'll schedule a 15-min ask me anything call.