Customer Support Specialist

• 💰 Salary: a gross monthly salary of €2,800 to €4,000, depending on your experience.

• 🕓 Hours: 32 to 40 hours per week, during office hours. No evening or night shifts.

• 🏢 Hybrid: two to three days per week in the office, in Zoetermeer or in our new office on the Herengracht in Amsterdam. On the other days, you work from home.

• 🚀 Growth: the role has three levels, with clear expectations per level. After that, you can grow into 2nd line support or Customer Success.

• 🤝 Work atmosphere: an open and engaged culture with short lines, lots of collaboration, and room for your own initiative.

• 🌍 Impact: your help ensures that thousands of companies in Europe plan better every day.

Shiftbase builds the self-driving assistant for companies that work with shifts. We believe that scheduling, time registration, payroll processing, and HR administration should ultimately become largely automatic. That is why we build software that takes more and more work off people's hands, so that our customers spend less time on administration and have more time left for their people and their business.

As a Customer Support Specialist, you are the first point of contact for our Dutch customers: hospitality businesses, shops, healthcare organizations, and other companies that work with rosters. You help them via chat, email, and telephone. Most questions are not about something being broken, but about how to set something up. How do I set up a roster? How do I process leave? Why don't my hours match the payroll administration? You figure out what the customer wants to achieve and help them further.

Honest about the role: this is work in a queue. Every day you take many calls, often with similar questions, and you solve about three out of four directly yourself. What you do not solve yourself, you carefully hand over to our 2nd line team. You do not manage your own customers; our Customer Success team does that. You work in our software all day: you look up settings, test in your own test environment, and explain how it works. If you enjoy helping many people quickly and well every day, then this role is for you.

• Answering customer questions via chat, email, and telephone.

• Explaining to customers how they set up and use Shiftbase for scheduling, time registration, and HR.

• Escalating more complex questions to 2nd line with a clear handover.

• Identifying recurring questions and helping to improve the knowledge base.

• Sharing feedback from customers with Product and other teams.

• Satisfied customers.

• Approximately 75% of questions resolved upon first contact.

• Response times within our agreements.

• Handovers that allow 2nd line to continue immediately.

• You start with our Service Desk onboarding, with your own test environment and a buddy from the team.

• Within 30 days, you will independently answer chats, emails, and phone calls.

You are service-oriented, curious, and explain things clearly. You don't need to know our software yet, but you enjoy figuring out how software works and why something isn't working as a customer expects.

• Experience in a customer-facing role, for example in customer service, hospitality, retail, or healthcare. Experience with rosters, scheduling, time registration, or with Hubspot and Jira is a plus.