Customer Success Executive - Dutch Speaker

Interu - built by iov42; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

25 days leave + holidays

Enhanced pension scheme

Life and health insurance

Company share scheme

Remote 3 days/week + London WeWork

Job summary

Interu, built by iov42, is seeking a Customer Success Executive to be the first contact for users, delivering timely support and clear guidance within our London-focused team. You’ll work across Engineering and Product to resolve issues and gather feedback while building high-quality user resources.

You’ll also create onboarding campaigns, run training sessions for suppliers, and help drive adoption of Interu across customer networks in a hybrid work setup with remote options.

Qualifications

• Native Dutch speaker
• Fluent in business English
• Experience in SaaS customer or technical support (2+ years)
• Excellent written and verbal communication skills for creating interactive content
• Self-motivated with a problem-solving mindset and calm under pressure
• Organised and able to manage multiple workstreams
• Curious about product and eager to test features
• Empathetic, customer-first attitude with collaborative spirit

Responsibilities

• Provide timely user support and resolve queries directly in the Interu platform.
• Act as first responder for critical issues during UK business hours; coordinate with Engineering.
• Capture and relay product feedback to the Product team to support roadmap improvements.
• Monitor support metrics and contribute to continuous service improvements.
• Arrange out-of-hours support with an external partner and coordinate global response.
• Create and maintain interactive Help Centre content and onboarding materials.
• Write and publish product update emails aligned with releases.
• Develop self-service resources and automation to improve user enablement.
• Organise and deliver user training sessions, including for supplier users.

Skills

Dutch language

English fluency

SaaS support

Intercom knowledge

Tools

Intercom

Job description

About Interu / iov42

Founded in Austria in 2016, iov42 was born out of a bold vision: to unlock the potential of secure, transparent, and trustworthy data sharing across the world’s most complex industries.

Today, our team of experts spans 12 different nationalities and operates across Europe, bringing together a wealth of diverse perspectives and technical know-how to solve the unique challenges of our globalised economy.

About Interu:

We are passionate about the impact our product is making, especially in sectors like sustainable supply chain management and traceability. Our flagship application, Interu (interu.io), is enabling organisations to track forest risk commodities across their supply chains and meet sustainability targets and regulations. By doing so, we are helping combat deforestation and the illicit trade in commodity supplies. Designed for scalability, Interu supports an ever growing number of supply chains and organisations, with the flexibility to onboard other industries and products seamlessly.

Overview

As we expand, we’re continuously looking for Customer Success Executive profiles to ensure our users receive prompt, accurate and empathetic support when using Interu. Reporting to the Head of Customer Success, you’ll act as the first point of contact for queries, providing guidance, troubleshooting issues, and coordinating responses with the Engineering and Product teams where required. Alongside this, you’ll create and maintain high-quality user resources, from Help Centre documentation to onboarding campaigns, and deliver training sessions to help customers and suppliers get the best from the platform.

We’re a small team located throughout Europe, however, this role will principally be located around our London team. When we’re looking for new team members, we’re not just looking for fantastic background experience; we are also looking for people that are mission-driven and that fit our ethos of being kind, curious and collaborative.

Key Responsibilities:

• User Support: ensure timely response and resolution of user queries by directly answering platform questions.
• Troubleshooting & Escalation: act as first responder for critical issues during UK business hours; escape to Engineering and coordinate responses with users.
• Product Collaboration: capture, document and escape product requests and feedback to the Product team, supporting roadmap development and continuous improvement.
• Performance: Monitor support performance metrics (e.g. response time, resolution rate, user satisfaction) and contribute to continuous improvement.
• Support Coverage Expansion: set up out-of-hours support provision (via an external partner) and eventually coordinate with them to ensure seamless global response.
• Documentation & Knowledge Base: create interactive documentation of each Interu feature and use case, publishing and maintaining content in the Help Centre.
• Product Updates & Communication: write and publish product update email campaigns aligned with new releases.
• Self-Serve & Automation: develop user self-service resources and automation (product tours, update posts, onboarding campaigns, AI chatbot…).
• Training: organise and conduct user training sessions (including supplier users) and, in time, deliver internal training to colleagues.

About you:

• Native or professional level Dutch speaker
• Fluent in business English
• Fluency in other languages is a plus, particularly Portuguese and German
• 2+ years’ Customer or Technical Support experience in the SaaS industry, with a proven track record of resolving technical queries and supporting users
• Excellent written and verbal communication skills, able to create high-quality interactive content for user enablement
• Self-motivated, proactive and pragmatic, with a problem-solving mindset and the ability to remain calm under pressure
• Diligent, highly organised and attentive to detail, capable of managing multiple workstreams effectively
• Curious about the product, eager to test and trial features to gain complete mastery
• Strong pedagogy and patience when explaining concepts or delivering training, with empathy and a clear, customer-first attitude
• Collaborative team player, comfortable working cross-functionally with Engineering, Product and Customer Success
• Knowledge or experience of Intercom (or similar tools: CRM, support ticketing, or documentation platforms) would be a strong plus
• Passion for environmental, climate, or sustainability issues, and a genuine interest in supporting organisations working towards positive impact

Benefits:

• Competitive salary
• 25 days paid leave plus paid public holidays
• Enhanced pension scheme
• Life and health insurance
• Company share scheme
• Opportunity to work remotely 3 days/week and 2 days/week from our London WeWork office
• A mission-driven environment where your work has real impact