Senior Customer Support Specialist

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

📋 Description

• Train and onboard administrators on Alan's product, workflows, and best practices (remote and occasionally onsite): covering the affiliation lifecycle, payroll management, invoicing, and more.

• Manage the complete admin support process for your account portfolio: address requests, investigate issues, coordinate with internal teams, and ensure timely resolutions.

• Handle complex or sensitive discussions with admins (objections, escalations, high-stakes operational topics) with clarity and empathy.

• Proactively identify risks (such as missing affiliations, payroll edge cases, and invoicing issues) and prevent obstacles before they affect admins.

• Recognize recurring challenges and suggest improvements: documentation, playbooks, tools, and product feedback (in collaboration with Product Specialists and relevant teams).

• Contribute to team objectives as needed: process/tooling projects, knowledge sharing, and occasionally assist with hiring-related tasks.

• Provide operational reports at the company level to ensure visibility on opportunities arising from admin insights.

• Work closely with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations to eliminate obstacles, coordinate solutions, and highlight product/process enhancements.

⛳️ Requirements

• Customer-Facing Experience: Prior experience in B2B customer-facing roles, such as Customer Success, teaching, or communication.

• Self-motivated, driven, and capable of organizing themselves well (comfortable in our fast-paced environment), with a missionary spirit.

• Comfortable with complex and new topics (experience in intricate environments, strong academic background, etc.).

• [Opportunistic] Exceptional candidates with experience in sales-facing roles (e.g., Account Executive, Sales) are also considered.

• Outstanding and structured written and verbal communication skills in both Dutch and English.

• Strong problem-solving abilities: capable of structuring a problem and identifying relevant solutions.

• Excellent organizational and time management skills: adept at managing several competing priorities independently.

🏝️ Benefits

• A vibrant culture: Newcomers to Alan are often pleasantly surprised by our innovative working methods. We uphold a set of cultural values that guide our work approach.