About this role
Key features Customer Support Specialist Join Orisha Commerce and play an active role in customer satisfaction in a fast-growing SaaS environment. - Zwolle - €2,500 - €3,200 per month - Customer Support As a Customer Support Specialist (Level 1) for our product Tweakwise, you will be the primary point of contact for our daily users, building a direct bridge between on-the-ground customer experience and the development of our software solutions. Missions : - Frontline Customer Engagement handle incoming inquiries (email, chat, phone, ticketing) with responsiveness and professionalism, ensuring compliance with our SLAs. - Diagnosis & Resolution (Triage) analyze user issues, troubleshoot known functional glitches, and provide clear, step-by-step guidance to resolve issues quickly. - Escalation & Product Synergy accurately document and transfer complex technical incidents and feature requests to the L2 Support and Product teams (bug reproduction, full context) to help shape the software roadmap. - CRM & Ticketing Management maintain and qualify customer records and ticket lifecycles within Intercom and HubSpot. - Content Creation write new support articles, keep existing ones up-to-date, and quickly create feature videos using our internal AI tools. Who you are? - 1 to 3 years of experience in a customer-facing or technical support role (Customer Support or SaaS Support). - Hands-on experience with ticketing and CRM tools (ideally Intercom or HubSpot, or equivalent platforms). - Fluent in both Dutch and English (spoken and written) for daily interactions with local clients and international group teams. - Empathetic, patient, and driven by a strong customer-service mindset. - Highly structured and organized, with a great customer contact, and the ability to strictly follow established processes and protocols. At Orisha, AI is an everyday ally : we encourage and train every employee to use Gemini to boost creativity and ...