Support Coordinator (B2B SaaS)

• At least 2 years of experience in a role where you supported customers or partners.

• You have a get-things-done mentality and a proactive attitude.

• You radiate energy to your team.

• You are enthusiastic about managing and continuously improving a team.

• You would like to learn our software solution thoroughly.

• You have an eye for detail.

• You are used to analyzing performance and improvement opportunities using statistics.

• You possess strong written and verbal communication skills in English.

• You possess strong written and verbal communication skills in Dutch.

• Bonus points for a bachelor's or master's degree.

• Bonus points for experience in improving support processes.

• Bonus points for experience in the hospitality industry.

• Bonus points for knowledge of any other languages.

• Impactful role at one of the fastest-growing companies in the Netherlands

• International working environment and flat organization

• Company laptop (Apple)

• Growth opportunities within the company

• Competitive salary

• Pension scheme

• Flexible holiday policy

• 25 paid vacation days (and an extra day off on your birthday)

• Healthy lunch at the office

• Annual offsite together with our team

• Fun team outings to enjoy together outside of work

Have you ever ordered food via the website, app, or in the store of New York Pizza, Spare Rib Express, or Bakker Bart? Then you have already used S4D's software solution!

We are a young and ambitious SaaS scale-up transforming quick-service restaurant chains with our omnichannel solution. S4D is part of the Deloitte Technology Fast 50 and Saas100 (selected by MT/Sprout), making us one of the best-performing SaaS companies in the Netherlands. We are looking for a Customer Success Specialist to ensure that our partners, such as New York Pizza, Spare Rib Express, Bakker Bart, and Pizza Hut, can work successfully with our software solution.

We are currently looking for a Support Coordinator to ensure that we provide our customers with the best possible service. Our Support team is ready to help our customers get the most out of our solution. When the headquarters or a specific store of our partners has a question or problem, they contact the Support team.

Our Support team consists of Support Heroes, students working in shift service between 17:00 and midnight. They provide first-line support for our partners during the "Hungry Hours". The team receives questions such as how store opening hours can be changed and how the headquarters can best set up a new promotion, but also about bugs or system outages. You are the one who coordinates and guides this team. You will spend most of your time coaching the Support Heroes, improving processes, and taking actions to prevent certain types of questions, such as preparing training for franchisees and store employees. Additionally, during office hours, you will handle the questions coming in from our partners, although there are relatively few questions during the day.

Additionally, we are working on an important project: setting up 24/7 support, which will also allow us to provide support at night for our customers in other time zones.

Of course, you won't do this alone; in particular, our Head of Operations and COO work closely with you to make Support a true source of customer satisfaction. You ensure that our service levels continuously improve.