AI-Native Customer Support Representative

Oper Credits; Antwerpen; Hybride; EUR 38 000 - 60 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Stock options

Mental health day

International team

Learning budget

Mentor program

Travel budget

Team G2G

Health insurance

Pension scheme

Flexible hours

Equipment provided

Résumé du poste

Oper is a European fintech building cloud-based mortgage software. We seek an AI-native Customer Support Representative to champion customer success across Europe, guiding users through the platform and resolving issues quickly.

Based in Belgium with a hybrid Antwerp setup, you will collaborate with Customer Success, Product, and Engineering teams, automate repetitive tasks, and continuously learn about Oper’s products to delight customers and shape the future of automated mortgages.

Qualifications

• 2–4 years in a customer‑facing support role, ideally in a SaaS, fintech, or B2B software context.
• Solid understanding of how software works, comfortable debugging customer‑reported problems and carrying out more technical configuration‑management tasks.
• Analytical mind: love for problem structuring and solution crafting with attention to detail.
• Stellar communication: excellent communication and relationship‑building skills.
• Fluency in English; Additional languages (e.g. Dutch, French, or German) are a plus.

Responsabilités

• Provide world‑class support via Zendesk, replying to customer questions, and explaining how to get the most out of the platform.
• Understand context of each customer and support with the questions and problems they face.
• Investigate bugs and defects with product/engineering to resolve quickly while keeping customers informed.
• Automate as much as possible: build automations, macros, and workflow improvements so they stop landing in the queue.
• Monitor, document, and report on support activities, prioritising what to automate next.
• Continuously learn about Oper’s products and updates to support users.
• Use AI tools to draft and triage customer replies, summarize tickets, build macros, and speed up troubleshooting.
• Identify where AI adds value and design workflows accordingly.
• Help push the bar on AI‑native support at Oper.

Connaissances

Support experience

Technical aptitude

Analytical mind

Communication skills

English fluency

Additional languages

Solution oriented

Agile attitude

Zendesk

Outils

Zendesk

Description du poste

Oper, a European Fintech company, is a leader in cloud-based digital mortgage software. We provide personalized journeys for borrowers and lenders. Oper's technology streamlines the mortgage application process, eliminates paperwork, and increases transparency.

The fastest growing part of our business is Herman, our AI agent for mortgage origination. Herman reads documents, checks them, and works a credit file the way an analyst would, inside the regulated workflow of a real bank. It runs on sovereign EU infrastructure, because our clients cannot send mortgage data anywhere else. Phase by phase, it automates more of the origination process: first employed borrowers, then the self-employed, and onward. This is not a chatbot bolted onto old software. It is agentic software doing real work in a regulated environment.

A passionate and engaging team of around 30 stellar Fintech operators works vigorously to transform European mortgages by enhancing efficiency and alleviating borrower anxiety. Backed by Bessemer Venture Partners and Motive Ventures, we have raised EUR 14 million, placing Oper at the forefront of revolutionizing mortgages in Europe. Oper currently has offices in Zürich, Switzerland, and Antwerp, Belgium.

Now, we’re looking for an AI-Native Customer Support Representative to join our mission and help shape the future of automated mortgages in Europe and beyond.

Your Mission

As a Customer Support Representative, your mission is to champion customer success through responsive, professional support. When customers have questions or run into problems, you'll be their go-to person for "solutions on demand": guiding them through the platform, investigating and resolving issues promptly, keeping their configuration accurate and up to date, and driving continuous improvement by sharing what you learn along the way.

By combining a problem-solving mindset with strong communication skills, you’ll resolve issues, improve our support processes, and help our customers succeed with Oper. This is a role for someone who is AI-native and automation-first: you use modern AI tooling as a core part of how you work, and you instinctively look to automate repetitive support work rather than just handle it by hand. The goal is to resolve today's issue and make sure it never has to be handled manually again.

Tasks

What you’ll do

• Provide world‑class support via Zendesk, replying to customer questions, and explaining how to get the most out of the platform.
• Make an impact by understanding the context in which each customer operates and supporting them with the questions and problems they face.
• Investigate bugs and defects reported by customers using technical problem‑solving skills, aligning with the product and engineering teams to get them resolved quickly while keeping customers informed.
• Automate as much as possible: treat manual, repetitive support work as a problem to engineer away. Continuously identify recurring tasks and issues, then build automations, macros, and workflow improvements so they stop landing in the queue.
• Monitor, document, and report on support activities, using what you learn to prioritise what to automate next.
• Continuously learn about Oper’s products, newest features, and updates, and use that knowledge to support our users.

Work AI-native

• Use AI tools to draft and triage customer replies, summarize tickets, build macros, and speed up troubleshooting (or even automate support as a whole )
• Identify where AI compounds your work and where it does not, and design your workflow accordingly
• Help us push the bar on what an AI‑native support function looks like at Oper

Requirements

What you’ll bring

• Experience in support: 2–4 years in a customer‑facing support role, ideally in a SaaS, fintech, or B2B software context.
• Technical aptitude: a solid understanding of how software works, comfortable debugging customer‑reported problems and carrying out more technical configuration‑management tasks.
• Analytical mind: a love for problem structuring and solution crafting using your analytical skillset, with strong attention to detail.
• Stellar communication: excellent communication and relationship‑building skills.
• Fluency in English; Additional languages (e.g. Dutch, French, or German) are a plus.
• Solution‑oriented: you work independently and proactively bring solutions.
• Agile attitude: an action‑oriented mindset and a knack for getting things done, comfortable with the tooling (Zendesk or similar).
• Ambition to learn, experiment, and grow while staying humble and open‑minded

Location & Setup

• Belgium‑based: hybrid setup with 2 to 3 days per week in our Antwerp office
• Working in CET hours
• Reporting to the Head of Customer Success (Co-Founder)
• Close collaboration with the Customer Success, Product, and Engineering teams

Benefits

As a fast‑growing fintech, we're building a team where you can truly make an impact.

We offer:

• Competitive annual salary, depending on experience
• Employee stock options
• 25 vacation days per year + 1 paid mental health day
• Dynamic international team with 12 nationalities
• Supportive, inclusive, and collaborative culture
• Learning & Development budget with dedicated time for growth
• Structured onboarding with a dedicated mentor
• Travel budget to collaborate with teams in Antwerp
• Annual company‑wide Team G2G in an inspiring location
• Extra‑legal benefits depending on your location
• Full support with local administration
• Health insurance and pension scheme
• Flexible working hours
• All equipment needed to do your best work

Inclusive at Our Core

Oper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All applications are considered without regard to race, religion, gender, gender identity, sexual orientation, disability, age, or any other protected status.