HERO Software

Customer Support

• Lead the current eight-person Customer Care team and set clear priorities for day-to-day operations
• Unite two service areas into one team with clear responsibilities and shared standards
• Manage operational support across the hotline, chatbot, and email
• Ensure customer inquiries are handled efficiently, empathetically, and to a high standard of quality
• Inspire, coach, and develop team members, providing regular feedback
• Establish and exemplify high standards of customer service
• Provide hands-on support in queues or on the phone in complex cases, for de-escalation, or during periods of high backlog
• Monitor team performance and customer satisfaction, and derive improvement measures
• Drive the use of AI and automation within the department
• Manage Customer Care KPIs such as CSAT and first-contact resolution rate

Team Lead, Customer Care

Business Development Rep

• Proactively contact potential customers by phone, email, and social media
• Attend trade fairs and drive social selling on LinkedIn
• Speak with skilled-trades businesses to understand their processes and challenges
• Build relationships with relevant decision-makers
• Qualify leads in a structured manner
• Schedule qualified initial calls and product demos for Account Executives
• Maintain customer interactions and relevant information in Salesforce
• Develop outreach strategies for the skilled-trades market
• Use tools, automations, and AI-powered workflows to optimize outreach processes

Business Development Representative

• Serve as the primary point of contact for Dutch customers needing HERO support
• Answer customer questions and resolve product, workflow, and integration issues, including Exact, SnelStart, and 2BA
• Onboard new Dutch customers and help them reach value quickly
• Manage complex cases requiring personal attention, clear communication, and cross-team coordination
• Use customer insights and operational data to identify friction points and prioritize improvements
• Collaborate with the central Customer Experience team to improve help content, chatbot flows, onboarding materials, and support processes for the Dutch market
• Help establish effective customer experience processes as HERO grows in the Netherlands

Team Lead, Customer Care

Business Development Representative

Founding Customer Experience Manager