Customer Support Manager

Hireworklin; Amsterdam; On-site; EUR 70,000 - 110,000; Full time

Job summary

HireWorklin is seeking an experienced Customer Support Leader to own the support experience for users worldwide. You will build processes, resolve disputes, and ensure every interaction strengthens trust in the platform.

In this role you will manage all inbound channels, handle complex cases including payment disputes and fraud, create a knowledge base, work with Product to reduce ticket volume, and hire/train a growing support team in Amsterdam and beyond.

Qualifications

• 3+ years of customer support or success experience in a marketplace, SaaS, or fintech environment.
• Exceptional written communication in English; you write with empathy, clarity, and professionalism.
• Experience with support tooling (Zendesk, Intercom, Freshdesk, or similar) and ticket management workflows.
• Strong problem-solving skills and the ability to de-escalate sensitive situations involving money and trust.
• Self-starter mentality; comfortable building processes from scratch in a fast-paced startup environment.

Responsibilities

• Manage all inbound support channels (email, in-app messaging, social) and maintain response time SLAs.
• Handle complex cases: payment disputes, account escalations, fraud reports, and contract disagreements between clients and freelancers.
• Build and maintain a comprehensive knowledge base, FAQ documentation, and onboarding guides.
• Identify recurring support themes and collaborate with Product to fix root causes and reduce ticket volume.
• Hire, train, and mentor support team members as the team scales.

Skills

Written English communication

Problem-solving

De-escalation

Process building

Tools

Zendesk

Intercom

Freshdesk

Supabase

Job description

Own the support experience for HireWorklin_ users worldwide. Build processes, resolve disputes, and ensure every interaction strengthens trust in the platform.

What you'll do

• Manage all inbound support channels (email, in-app messaging, social) and maintain response time SLAs.
• Handle complex cases: payment disputes, account escalations, fraud reports, and contract disagreements between clients and freelancers.
• Build and maintain a comprehensive knowledge base, FAQ documentation, and onboarding guides.
• Identify recurring support themes and collaborate with Product to fix root causes and reduce ticket volume.
• Hire, train, and mentor support team members as the team scales.

Requirements

• 3+ years of customer support or success experience, ideally in a marketplace, SaaS, or fintech environment.
• Exceptional written communication in English; you write with empathy, clarity, and professionalism.
• Experience with support tooling (Zendesk, Intercom, Freshdesk, or similar) and ticket management workflows.
• Strong problem-solving skills and the ability to de-escalate sensitive situations involving money and trust.
• Self-starter mentality; comfortable building processes from scratch in a fast-paced startup environment.

Nice to have

• Fluency in Dutch, German, or other European languages.
• Experience handling payment disputes and chargeback processes.
• Familiarity with Supabase or similar backend tools for investigating user issues.