Customer Care Officer L1 (Dutch Speaker)

Location: Utrecht, Netherlands; hybrid work with attendance at the Utrecht office at least three days per week

Company

hirify.global develops AI-powered, compliant CRM products including Tribe CRM, efficy CRM, and Apsis for more than 330,000 users across 60+ countries.

What you will do

• Provide first-line customer support for Dutch Tribe CRM customers by phone and ticket.
• Analyse and resolve functional Tribe CRM issues, escalating cases to the appropriate support level or team when needed.
• Prioritise, route, and verify closure of support tickets.
• Record concise customer interaction notes and identify recurring trends.
• Write and maintain standard replies, troubleshooting guides, and internal knowledge-base articles.
• Track new product functionalities and relevant market developments.

Requirements

• First hands-on experience in a customer-facing role, preferably in software or SaaS.
• Ability to investigate issues before escalating them and recognise when escalation is appropriate.
• Comfort with Microsoft Office.
• Structured and calm approach when support volumes increase and multiple customers need assistance.
• Native-level Dutch.
• Full professional fluency in English.
• Ability to work from the Utrecht office at least three days per week.

Nice to have

• Experience with ticketing systems.
• Knowledge of CRM or marketing technology.

Culture & Benefits

• Opportunity to become a Tribe CRM product expert with direct contact with Product and higher support levels.
• International environment with colleagues across multiple European markets.
• People experience programme and continuous learning.
• Equal-opportunity, people-first workplace committed to team diversity.

Hiring process

• Submit the application in English.