SaaS Customer Support Engineer - AI-Driven & Zendesk

Jobtailor; Antwerpen; Sur place; EUR 38 000 - 58 000; Plein temps

Résumé du poste

Oper is seeking a Customer Support Specialist in Belgium to provide world-class help via Zendesk, guiding customers to maximize the platform's value. You will understand each context, debug issues, and collaborate with Product and Engineering to resolve problems quickly.

You'll automate repetitive tasks using macros and AI tools, monitor support activities, and prioritize future automation. This role reports to the Head of Customer Success and requires CET-hour availability.

Qualifications

• 2-4 years in a customer-facing SaaS/fintech/B2B support role.
• Solid understanding of how software works.
• Comfortable debugging customer-reported problems.
• Ability to perform technical configuration-management tasks.
• Strong analytical skills for problem structuring and solution crafting.
• Strong attention to detail.
• Excellent communication and relationship-building skills.
• Fluency in English.
• Ability to work independently and proactively bring solutions.
• Action-oriented mindset and ability to get things done.
• Comfortable with Zendesk or similar tooling.
• Ambition to learn, experiment, and grow while staying humble and open-minded.
• Belgium-based availability.
• Ability to work CET hours.

Responsabilités

• Provide world-class support via Zendesk and explain how customers can get the most out of the platform.
• Understand each customer's operating context and support their questions and problems.
• Investigate customer-reported bugs and defects using technical problem-solving skills.
• Align with Product and Engineering to resolve issues quickly while keeping customers informed.
• Automate manual and repetitive support work through automations, macros, and workflow improvements.
• Monitor, document, and report on support activities.
• Use support insights to prioritize future automation.
• Continuously learn about Oper's products, features, and updates.
• Use AI tools to draft and triage replies, summarize tickets, build macros, and accelerate troubleshooting.
• Identify where AI compounds work and design workflows accordingly.
• Help advance Oper's AI-native support function.
• Collaborate closely with Customer Success, Product, and Engineering teams.
• Report to the Head of Customer Success (Co-Founder).

Connaissances

Technical Problem-Solving

Automation and Workflow Improvement

Problem Structuring

Solution Crafting

Excellent Communication

Attention to Detail

Proactive Mindset

Relationship Building

Independent Working

Fluent English

CET Hours Availability

Outils

Zendesk

AI Tools

Description du poste

Oper is seeking a Customer Support Specialist in Belgium to provide world-class help via Zendesk, guiding customers to maximize the platform's value. You will understand each context, debug issues, and collaborate with Product and Engineering to resolve problems quickly.

You'll automate repetitive tasks using macros and AI tools, monitor support activities, and prioritize future automation. This role reports to the Head of Customer Success and requires CET-hour availability.