Senior Customer Support Specialist

About the Role

We are representing a partner company based in Ireland that is hiring a Senior Customer Support Specialist to join their rapidly expanding SaaS platform, focusing on the watersports and outdoor activity sectors. This position involves providing exceptional customer service by addressing technical issues, guiding users, and helping customers maximize platform benefits across various markets.

Key Responsibilities

• Deliver excellent support via live chat and other channels in both English and French.
• Lead onboarding and training sessions to ensure customers can effectively utilize the platform.
• Independently handle customer requests, investigate problems, and offer prompt resolutions with a strong customer-first approach.
• Manage complex technical support issues involving advanced troubleshooting and coordinate with development teams on bug fixes.
• Assist in customer retention by identifying risks, winning back dissatisfied clients, and spotting upsell prospects.
• Work with internal teams to enhance knowledge bases, optimize support workflows, and elevate service quality.
• Adapt proactively in a dynamic startup setting by adjusting to shifting priorities and evolving client needs.
• Contribute strategic ideas to enhance customer support operations continuously.

Candidate Requirements

• Minimum four years of experience in B2B software support, Customer Success, or similar client-facing roles, with 5-10 years preferred.
• At least two years of expertise providing live chat customer support.
• Fluency in English and French, both written and spoken, at an advanced proficiency level.
• Proven ability to manage multiple customer issues simultaneously and prioritize effectively without supervision.
• Strong analytical skills to dissect complex customer problems and deliver precise solutions.
• Experience in Level 2 technical support and willingness to tackle advanced technical challenges and software bug resolution.
• Excellent communication, problem-solving, and relationship management capabilities.
• Ability to remain calm and adaptable under pressure in a fast-changing environment.
• Leadership experience or ownership of strategic projects in support teams is advantageous.

Benefits and Working Conditions

• Fully remote role with the flexibility to work from the Netherlands.
• Full-time position requiring 40 hours per week, typically 8 hours per day.
• Competitive remuneration ranging from $1100 to $1500 USD monthly including variable pay components.
• Entitlement to 18 vacation days plus allotted public holidays based on your country of residence.
• Opportunity for professional development amidst a growing SaaS startup environment.
• Work within an international, diverse team committed to customer satisfaction.
• Directly influence customer retention, satisfaction, and product enhancements positively.
• High autonomy with flexibility provided in a remote work arrangement.

Additional Information

This opportunity is managed through an AI-driven matching system to assure unbiased and quick candidate selection. Final hiring decisions and subsequent processes are conducted directly by the hiring organization. Applicants should be aware of data privacy rights and AI usage within the recruitment process as detailed by the representative agency.