Customer Experience Specialist – Support, Success

This is a fully remote position, open to applicants in Belgium.

📋 Description

• Assist customers through chat, email, and phone communications.

• Conduct calls with customers as needed, either for support or to assist the sales team.

• Diagnose product and integration challenges.

• Investigate bugs, clearly reproduce issues for the engineering team, and file tickets accordingly.

• Support users in configuring integrations with tools such as Jira, Linear, ClickUp, Trello, Asana, etc.

• Address inquiries related to billing and subscriptions.

• Help trial users quickly gain value from the product.

• Guide customers through setup processes and best practices.

• Minimize onboarding confusion and friction.

• Extend trials when it is deemed appropriate.

• Naturally identify upgrade and expansion opportunities during interactions.

• Highlight recurring customer pain points.

• Contribute to enhancing our help center and documentation.

• Create or propose support macros and workflows.

• Collaborate with product and design teams on usability improvements.

• Assist in optimizing support processes as we scale.

• Contribute to the development of processes, tools, automations, and AI-assisted support workflows.

• Help prioritize support inquiries as we roll out a free plan.

⛳️ Requirements

• Possess a curious mindset.

• Communicate clearly and empathetically in written form.

• Enjoy assisting people in resolving their issues.

• Capable of managing first-level customer inquiries and support through email, chat, and online calls.

• Bring 3-6 years of experience in a customer-facing role within a SaaS or tech environment.

• Familiarity with issue tracking and project management tools such as Jira, GitHub, ClickUp, etc.

• Experience in troubleshooting common SaaS product issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems.

• Organized and detail-oriented.

• Able to remain calm and helpful under pressure.

• Comfortable navigating both technical and non-technical discussions.

• Quick to learn software products.

• Proactive in seeking improvements in systems and processes.

• Demonstrate strong ownership and autonomy.

• Flexibility in working hours and availability for urgent situations.

• Bonus points: Experience in supporting integrations or APIs.

• Bonus points: Experience in product-led growth (PLG) companies.

• Bonus points: Familiarity with tools like Intercom, Help Scout, Zendesk, or similar platforms.

• Bonus points: Basic technical knowledge (browser debugging, APIs, web applications, etc.).

🏝️ Benefits

• Salary: €45,000-€55,000. The final compensation offered to a successful candidate will depend on their experience and skills.

• Remote-first: Work from any location within UTC−3 to UTC+1.

• Team retreats: At least once a year, along with regular meetups in Brussels for remote team members.

• Flexible working hours: You have the autonomy to manage your schedule as long as you collaborate effectively with your team and complete your tasks while maintaining a positive attitude.

• Holidays: Enjoy 25 days off per year.

• Onboarding in Brussels: Your first week will take place on-site for kickoff.

• Career evolution roadmap: We will outline your career aspirations from day one and conduct regular check-ins.