Customer Support

Job description

We are an international, fast-growing tech scale-up. You are tech-savvy, customer-oriented, and analytical. Would you like to use these skills to support the 2000 brands and customers using our e-commerce SaaS-platform to connect with marketplaces around the world?

As a Customer Support (=1st line Support), you will help ensure our customers receive service above their expectations. You will be part of our dynamic Operations team and responsible for delivering first-line support of the ChannelEngine platform. In this role, you will act as an expert on our software in order to answer customer questions quickly and effectively.

You collect feedback on bugs and improvements from customers and provide this feedback to our technical support and development team in a structured way. You know when to assign a ticket to second-line support and align continuously with them to keep track of all customer contact moments and follow up where needed. Since ChannelEngine is a scale-up with a lot of growth potential, you will also be actively involved in the continuous improvement of our operational processes.

You will become part of a team that works closely together, loves sharing knowledge and best practices, and has the drive to provide the customer with an exceptional experience together.

Job requirements

What you’ll need

  • HBO (college) degree, with a background in customer service,

  • Experience working with customers over the phone and you genuinely love it! (Even better if you have experience in SaaS support),

  • You love to know more or already have an interest in e-commerce systems: affinity with the marketplace industry is a bonus,

  • Tech-savvy with great troubleshooting skills,

  • You have knowledge of terms like API, ERP, WMS, CMS, and an understanding of e-commerce processes,

  • Excellent communication skills in English (and preferably Dutch), both written and verbal,

  • Availability to work 40 hours per week.

What we can offer you

  • A very steep, but very interesting learning curve,

  • The opportunity to further develop yourself in the field of customer contact, technology, and e-commerce by working together with experienced support-,customer success- and software development colleagues.

  • Working for a company that is leading the world of e-commerce and online marketplaces; you grow along with a fast-growing company with international ambitions,

  • Exciting opportunities to experience and grow into new functions such as Technical Project Manager, 2nd Level Tech Support, Software Development, Customer Success, etc.,

  • Lots of flexibility! We are open to remote work, but of course, we love seeing you at the office as well,

  • State-of-the-art tech: we work with the latest technologies, business models and tools,

  • We want our colleagues to be happy and healthy, so there are quality chairs and sit-stand desks to work at, as well as other ergonomic tools at your disposal,

  • Plenty of cool events to keep your social calendar full,

  • An attractive pension scheme.

About ChannelEngine

ChannelEngine is a fast-growing, e-commerce SaaS solution. We help brands, retailers and wholesalers find millions of new customers by connecting them to the biggest marketplaces around the world.

Our story began in 2013 when it became undeniable that marketplaces were going to be one of the most critical components of the global e-commerce industry. We saw an opportunity to make these powerful platforms available to every business, and now ChannelEngine offers a complete, user-friendly, marketplace management suite with seamless integration, enabling businesses to expand their reach internationally. Our clients include Bugaboo, Hunkemöller, Brabantia, Bosch, JDE, and Reckitt, to name just a few.

ChannelEngine is growing at a rapid pace and currently covers channels in Europe, North- and Central America, the Middle East, and Asia-Pacific. Our mission is to cover the globe. For this, we need to expand our teams with adventurous and ambitious people who want to shape the world of e-commerce with us.