Your main job is to support our merchants by handling all procedural and technical questions about our platform.
Our company was founded under the belief that traditional eCommerce infrastructure isn’t cutting it anymore. In many ways, brands make our life more exciting. They make us dress like movie stars, do our best work wherever we go, and play sports feeling like an athlete. Our mission is to enable anyone to build a serious eCommerce store. We believe that no-code is the most powerful way for brands to scale their business.
That's why we're creating a new generation of tools together with successful eCommerce brands.
You will be the first point of contact for merchants using this product: https://instant.so/. One of the crucial points for our growth is the quality of service we provide to our customers. Being the voice of our merchants, you will work closely together with our Marketing- and Product teams to improve our platform. This role requires previous experience in a SaaS support role and a willingness to join a fast-moving start-up and fast-track your career accordingly.
This role is hybrid and based in Amsterdam, reporting to the CEO.
What you'll do
Provide world-class support that exceeds expectations.
Be the Expert: Master the ins and outs of our no-code Page builder for Shopify to become the go-to resource for users seeking assistance. Whether it's troubleshooting technical issues or guiding users through advanced features, you'll be the beacon of knowledge.
Solve Challenges: Help our merchants build high-converting stores fast by answering product-related questions. In the next 6 months this role is 80% execution but might become more strategic as we grow. Success is measured through response time, support satisfactory and NPS score.
Educate and Empower: Create user-centric documentation, tutorials, and knowledge-base articles. This means educating our customers and tier 1 support teammates on how to use our product
Advocate for Users: Collect and relay user feedback and insights to our development and product teams. This role enjoys a high degree of autonomy on how to support our users.
Deliver Delight: Your positive attitude turns potentially frustrating situations into opportunities to showcase our commitment to exceptional customer service. Tools are your disposal include Zendesk, Slack, Google Workspace, Notion, Chat-GPT, and PartnerHero.
What You bring
Passion for Technology: familiarity with Shopify is a must and you should be able to learn no-code tools like Webflow, Figma, or Framer. Basic knowledge of HTML/CSS would make everyone’s life easier. People successful in this role usually have a design background.
Empathy and Communication: Your exceptional communication skills allow you to connect with users, understand their needs, and convey solutions clearly and kindly.
Problem-Solving Prowess: Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution and escalate to engineering when needed.
Adaptability: Startups are dynamic environments. You enjoy changing priorities and wearing multiple hats.
Team Player: Collaboration is key. You'll work closely with different teams to ensure a seamless user experience.
Years of experience don’t equal ability but you need to hit the ground running so you’ve worked in a B2B SaaS support role before, preferably eCommerce related.
Native or high level of English
Eligible to work in the Netherlands and open to working in our Amsterdam office at least 3 days a weeko
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 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
Good pension plan
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!
€ 38k - 42k incl. holiday pay
What is your hiring process?
We will start with an interview to get to know you and see if there is a potential fit. Based on that you will or won't be invited for the 2nd interview. Then you are asked to make a take-home assignment to assess role fit. Lastly, we will make an offer to whomever we feel is the best fit for the role and addition to our culture.
Can I work remote?
Yes, but not full-time.
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, fill in this 1-minute form and we'll set up an intro call if there's a potential match.