Jobgether
Senior Customer Support
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About the Role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support based in the United Kingdom.
Join a fast-growing SaaS environment where you will play a key role in delivering exceptional customer experiences for businesses in the watersports and outdoor activity industries. In this role, you will support customers across multiple markets by resolving technical issues, providing guidance, and helping them maximize the value of the platform. You will combine customer support expertise with problem-solving skills to improve satisfaction, reduce churn, and identify opportunities for growth. Working closely with Customer Success and technical teams, you will contribute to improving processes, documentation, and overall service quality. This is an ideal opportunity for a proactive support professional who enjoys autonomy, client interaction, and the fast-paced nature of a startup environment.
Accountabilities
- Provide high-quality customer support through live chat and other communication channels in both English and French.
- Conduct customer onboarding and training sessions, helping users understand and effectively use the platform.
- Manage customer inquiries independently, investigate issues, and deliver efficient solutions with a strong focus on customer satisfaction.
- Handle complex technical support cases, including advanced troubleshooting and collaboration on bug resolution.
- Support customer retention efforts by identifying risks, recovering dissatisfied clients, and recognizing potential upsell opportunities.
- Collaborate with internal teams to improve the knowledge base, support workflows, and customer service processes.
- Take initiative in a changing startup environment by adapting to new challenges, priorities, and evolving customer needs.
- Contribute strategic ideas and support improvements to customer support operations.
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Requirements
- 4+ years of experience in B2B software support, Customer Success, or a similar client-facing technology role; 5–10 years of experience is considered an advantage.
- At least 2 years of experience providing live chat support.
- Fluency in both English and French, written and spoken, with an advanced level required.
- Strong ability to independently manage multiple customer requests and prioritize tasks effectively.
- Excellent analytical skills with the ability to understand complex customer issues, break them into manageable components, and provide accurate solutions.
- Experience with Level 2 technical support and the ability or willingness to handle complex technical issues and software bugs.
- Strong communication, problem-solving, and customer relationship management skills.
- Ability to remain effective under pressure and adapt quickly in a dynamic, evolving environment.
- Experience managing support teams or taking ownership of strategic initiatives is a plus.
Benefits
- Fully remote position with flexibility to work from the Netherlands.
- Full-time schedule of 40 hours per week (8 hours per day).
- Competitive salary ranging from $1,100 to $1,500 USD per month, including a variable component.
- 18 vacation days plus public holidays according to your country of residence.
- Opportunity to grow professionally within an expanding SaaS startup.
- International collaboration with a diverse and customer-focused team.
- Opportunity to directly impact customer satisfaction, retention, and product improvements.
- Flexible remote work environment with a high level of autonomy.
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How Jobgether Works
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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