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Founding Customer Experience Manager
HERO Software. Serve as the primary point of contact for Dutch customers needing HERO support .
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Based in the Netherlands and able to regularly visit the operations location, De Koepel in Haarlem
- Fluent in Dutch and English, both spoken and written
- Experience in customer support, customer success, onboarding, or another customer-facing SaaS role
- Strong troubleshooting skills and ability to take ownership of customer questions from start to resolution
- Ability to translate recurring customer issues into standardized, automated, or self-service solutions
- Proactive and hands-on, with flexibility to operate in a growing market where not every process is established
- Empathy, clarity, and credibility when working with trade and small-business customers
- Experience with AI support tools, chatbot systems, help-center platforms, or automation tools is a plus, but not a requirement
- Affinity with the trade market or market-entry projects is a plus
Benefits
Comp & perks- Flexible working hours and a remote-friendly setup
- 30 days of annual leave (including 24 and 31 December) plus additional days off for wedding, relocation, and birth
- Annual learning budget, currently 800 euros, for courses, books, or coaching
- Regular feedback and development conversations
- Opportunity to become HERO’s first dedicated Customer Experience owner in the Netherlands and build the local function from the ground up
- Steep learning curve and direct impact on how HERO scales in the Netherlands
- Summer and Christmas parties and regular team events
- Annual co-workations with the HERO team elsewhere in the EU
- Open, collaborative, and international team environment