Customer Support Specialist (Ecommerce)

TL;DR

Customer Support Specialist (Ecommerce): Responding to inbound phone calls and tickets from customers, solving issues independently or escalating complex ones to 2nd line support with an accent on exceptional service and clear progress updates. Focus on understanding customer impact, asking clarifying questions, and collaborating closely with the team.

Location: Hybrid in Leiden, Netherlands (available to work from office at least 2 days a week)

Company

Ecommerce SaaS platform with around 200 colleagues from over 30 nationalities, focused on open collaboration.

What you will do

• Handle inbound customer queries via phone and tickets, ensuring great service throughout.
• Work independently on assigned tickets and pick up new ones.
• Escalate complex or high-impact issues to 2nd line support while keeping customers updated.
• Gain understanding of customer impact and learn to ask the right questions for clarity.
• Collaborate with team to share knowledge, best practices, and provide exceptional experiences.

Requirements

• Tech-savviness from support experience, technical competence, or technology interest
• Self-starter with strong attention to detail and problem-solving skills
• Proficient communication skills in English (spoken and written)
• Enthusiasm for helping customers and colleagues
• Available to work from Leiden office at least 2 days a week

Nice to have

• Experience in SaaS or Ecommerce
• Dutch proficiency

Culture & Benefits

• Open and collaborative environment with continuous feedback for professional development
• Thorough onboarding with a buddy for support
• Free access to mental healthcare
• 6% pension fund contribution and equity benefits
• Modern HQ in Leiden, short walk from train station; work from office as much as you like

Hiring process

• Screening call with recruitment team within 2 business days
• Meetings with Support Lead and Manager, followed by assessment
• Final meeting with two senior team members; process takes about 4 weeks