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About the role
Key responsibilities & impact- Support customers through chat and phone
- Lead customer onboarding, configure Shyfter and train customer teams
- Investigate issues, identify bugs, reproduce issues and document clear steps for the development team
- Follow issues through to resolution, keep customers informed and coordinate with technical colleagues
- Identify recurring customer pain points and contribute to product improvements
- Guide customers over time by following adoption, explaining relevant features and improving workflows
- Contribute to help articles, support practices and onboarding materials
- Improve onboarding speed, resolution effectiveness, product adoption and customer trust
Requirements
What you’ll need- Full professional bilingual proficiency in French and Dutch, spoken and written, is mandatory
- Professional working proficiency in English
- At least 3 years of customer-facing experience in B2B SaaS, including hands-on support and onboarding
- Strong empathy, patience and a genuine desire to help people
- Excellent troubleshooting skills
- Ability to manage several conversations and priorities without losing accuracy or the human touch
- Track record of delivering excellent customer service, supported by examples of improvements in satisfaction, resolution quality, onboarding or adoption
- Confidence to take ownership of an issue and see it through
- Experience at a recognised SaaS startup or scale-up is strongly preferred, particularly a competing workforce-management platform, HR-tech or payroll software provider
- Experience supporting hospitality or retail businesses is a strong advantage
- Relevant SaaS support and onboarding experience
- Must meet the French and Dutch language requirements
Benefits
Comp & perks- 13th month
- Meal vouchers
- Health insurance, including dental cover
- 26 days of paid leave
- Mobility budget or company car
- MacBook or equivalent professional equipment
- Three days in our central Brussels office and two remote days per week
- Opportunities to take on greater responsibility as our customer base grows