Customer Advocate

TL;DR

Customer Advocate (Customer Support): Analyzing customer feedback and support data to provide actionable insights for product and service improvements with an accent on collaboration across teams and customer advocacy. Focus on gathering and sharing insights, monitoring service performance, and supporting continuous improvement of customer service processes.

Location: Amsterdam

Company

A global leader in information and analytics helping researchers and healthcare professionals advance science and improve health outcomes for society.

What you will do

• Gather and analyse customer feedback from support tickets, surveys, and online support tools.
• Share insights with product and technology teams to support prioritisation of fixes and roadmap improvements.
• Work with customer experience partners to ensure frontline teams have up-to-date product information and guidance.
• Help monitor and communicate service performance using agreed metrics and dashboards.
• Support continuous improvement of customer service processes and practices.
• Build and maintain strong product knowledge to act as a trusted point of contact for customer service teams.

Requirements

• Experience working with customer feedback, service data, or operational insights (from any sector).
• Ability to communicate clearly with both technical and non-technical colleagues.
• Comfort working collaboratively across teams and managing multiple priorities.
• A practical, improvement-focused mindset and willingness to learn.

Culture & Benefits

• Country-specific benefits available.
• Commitment to fair and accessible hiring process with accommodations for disabilities.
• Equal opportunity employer treating applicants without discrimination.