Technical Customer Support (eCommerce)

TL;DR

Technical Customer Support (eCommerce): Providing first-line technical assistance for a B2B SaaS platform helping retailers automate product listings with an accent on troubleshooting APIs, product feeds, and marketplace integrations. Focus on resolving customer tickets, collaborating with second-line support, and sharing product insights to improve user experience.

Location: Hybrid in Utrecht, Netherlands (minimum 2 days per week in office). Candidates must live in or be willing to relocate to Utrecht.

Salary: €2,850 – €2,950 per month

Company

hirify.global is a fast-growing B2B SaaS platform that empowers marketers and online businesses to manage and optimize their product marketing across various channels.

What you will do

• Handle first-line customer tickets via email and phone in Spanish and English.
• Troubleshoot issues related to product feeds, APIs, and marketplace integrations.
• Manage customer cases end-to-end, ensuring thorough documentation and communication.
• Collaborate with second-line support to resolve complex technical issues.
• Assist in tool translations and localization of customer-facing materials.
• Identify patterns and provide commercial insights to improve the product and workflows.

Requirements

• Spanish: C2 level proficiency required (speaking and writing).
• English: Excellent proficiency required (speaking and writing).
• Location: Must be based in or be able to relocate to Utrecht, Netherlands.
• Availability for at least 32 hours (4 days) per week.

Nice to have

• Previous experience in technical support, particularly within IT or eCommerce.

Culture & Benefits

• Hybrid work policy with a modern, fully renovated office in central Utrecht.
• 8% holiday allowance and an annual L&D budget of €1,000.
• Pension scheme with accrual up to 5% of monthly salary.
• 26 vacation days plus 2 reload days and a 3-week workcation.
• Home office supplies provided for remote work days.
• Wellness perks including Urban Sports Club subscription and anonymous access to psychologists via OpenUp.
• On-site catering with fresh meals provided Monday to Thursday.

Hiring process

• Introduction call with a recruiter (25 minutes).
• Interview with team leads (60 minutes).
• Assignment interview and office tour in Utrecht (90 minutes).
• Reference checks prior to the final offer.