Customer Support Employee - Evening Shifts

Jouwweb; Eindhoven; Hybrid; EUR 32,000 - 39,000; Full time

Benefits offered by this job

Competitive salary

Development budget

Pension plan

Office in Eindhoven (Strijp-S)

Team events

Job summary

JouwWeb (Webador) is seeking an Evening Customer Support Employee to manage customer inquiries, improve help content, and support the customer journey in an asynchronous, data-driven environment. You will collaborate with cross-functional teams to resolve issues and enhance the user experience.

The role requires 2+ years in SaaS/digital support, strong English, and availability 32–40 hours per week (15:00–23:00), with a bonus for additional European languages.

Qualifications

• Bachelor's degree or equivalent.
• Minimum 2 years in a SaaS/tech support role.
• Excellent written and spoken English; second European language a plus.
• Able to work 32–40 hours per week, 15:00–23:00.

Responsibilities

• Answer customer inquiries via Zendesk during the evening shift.
• Identify improvement opportunities in help content and onboarding.
• Write, edit and localize support articles and emails.
• Collaborate with content, product and development to resolve bugs and improve UX.
• Analyze recurring feedback to optimize support processes.

Skills

English fluency

Problem solving

Tech affinity

Customer empathy

Education

Bachelor's degree

Tools

Zendesk

Webador CMS

Google Workspace

Slack

Job description

Your role

At JouwWeb (known internationally as Webador), we help small business owners worldwide build a professional website or webshop they are truly proud of. As an Evening Customer Support Employee, you make a direct impact on our mission. While the day team wraps up, you take the lead in ensuring continuous, high-quality support for our global user base—especially those active in different time zones.

In this role, you work closely with our support team, and Country Managers. You answer incoming customer inquiries via Zendesk, identify recurring friction points, and turn those insights into improvements. By writing, refining, and localizing support content on our Knowledge Base and product copy, you help prevent future questions before they even happen.

We operate in a data-driven, asynchronous environment with minimal meetings. This gives you high autonomy, deep focus, and the freedom to test new ideas and iterate based on real customer feedback and performance data.

You will work on

• Respond swiftly, clearly, and empathetically to customer inquiries via our Zendesk ticketing system during the evening shift (15:00 – 23:00).
• Identifying improvement opportunities in our help content, onboarding, and overall customer journey
• Maintaining and strengthening Webador's presence and reputation across various online review platforms like Trustpilot or Google Reviews.
• Writing, editing, and localizing clear support articles on our Knowledge Base, microcopy, and customer emails
• Collaborating with content, product, and development teams to resolve structural bugs and improve UX
• Analyzing recurring customer feedback and ticket data to optimize support processes and self-service capabilities

Our tech stack

• Zendesk ( ticketing & help center )
• JouwWeb / Webador CMS & internal admin tools
• Google Workspace & Slack ( asynchronous communication )

Who we are looking for

• You are available 32 to 40 hours per week, working Monday through Friday from 15:00 to 23:00.
• You have a Bachelor's level of working and thinking
• You have at least 2 years of experience in a support role within a SaaS, tech, or digital environment
• You are available for 32 to 40 hours per week
• You have a strong command of English (spoken and written); fluency in a second European language (such as French, German, Dutch, Italian, or Spanish) is a big advantage
• You recognize yourself in our core values: proactive, data-informed, self-driven, and focused on simplicity
• You are an enthusiastic problem solver with a strong affinity for technology, writing, and customer experience

What you get in return

• A competitive salary between €2,900 and €3,500 based on knowledge and experience
• A learning and development budget equal to 5 percent of your annual salary
• A solid pension plan with no personal contribution
• We meet every week during our team day at our office at Strijp-S in Eindhoven. For the rest of the week, you decide where you work best: at home or in the office
• A professional yet informal work environment with a flat structure and without unnecessary meetings
• On top of that, we offer fun extras when we hit our company targets, such as surprises, team outings, and additional bonuses

About JouwWeb (and Webador)

With JouwWeb, small business owners can easily create a professional website or online store they are proud of. New AI features in our tool make starting a website truly effortless.

We are based in Strijp-S in Eindhoven and have been growing rapidly for years, partly thanks to Webador, our international brand. It is no coincidence that we have been listed in the Deloitte Fast50 for seven consecutive years, including four years as the longest-listed company on the ranking. An achievement we are especially proud of, particularly because we accomplished this as a fully bootstrapped company.

Today, more than 350,000 small business owners worldwide use the premium version of our software. By reaching more customers, we increase the impact we make on entrepreneurship globally. Our ambitious goal is to grow to 1,000,000 customers by 2030. Despite this growth, we deliberately remain a compact team of around 50 colleagues, where everyone makes a visible impact.

We like to keep things simple, both in our product and in our processes. We work in a data driven way and validate hypotheses with experiments. We have few meetings. our team works with focus and calm on meaningful improvements.