Bilingual SaaS Support Specialist (Level 1)

Tweakwise; Zwolle; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid work arrangements

Travel allowance

Pension plan

Job summary

Orisha Commerce is hiring a Customer Support Specialist (Level 1) to be the primary contact for Tweakwise users. You will manage inquiries via email, chat, phone, and tickets, triage issues, and escalate when needed.

You will maintain CRM records in Intercom and HubSpot and contribute to knowledge content using AI tools. You should have 1–3 years in SaaS support, be fluent in Dutch and English, and demonstrate a structured, customer-focused approach in a fast-growing environment.

Qualifications

• 1 to 3 years of experience in a customer-facing or technical support role (Customer Support or SaaS Support).
• Hands-on experience with ticketing and CRM tools (Intercom or HubSpot, or equivalent platforms).
• Fluent in both Dutch and English (spoken and written).
• Empathetic, patient, and driven by a strong customer-service mindset.
• Highly structured and organized, with a great customer contact, and the ability to strictly follow established processes and protocols.

Responsibilities

• Frontline Customer Engagement: handle inquiries with responsiveness, ensuring SLA compliance.
• Diagnosis & Resolution (Triage): analyze issues, troubleshoot glitches, provide step-by-step guidance.
• Escalation & Product Synergy: document and transfer complex incidents to L2 and Product teams.
• CRM & Ticketing Management: maintain and qualify customer records in Intercom and HubSpot.
• Content Creation: write support articles and create feature videos using internal AI tools.

Skills

Customer support experience

Dutch language

English language

Communication

Problem solving

Tools

Intercom

HubSpot

Job description

Orisha Commerce is hiring a Customer Support Specialist (Level 1) to be the primary contact for Tweakwise users. You will manage inquiries via email, chat, phone, and tickets, triage issues, and escalate when needed.

You will maintain CRM records in Intercom and HubSpot and contribute to knowledge content using AI tools. You should have 1–3 years in SaaS support, be fluent in Dutch and English, and demonstrate a structured, customer-focused approach in a fast-growing environment.