Customer Support Specialist BU Commerce · · Zwolle - Optimizers B.V. ·

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

Benefits offered by this job

hybrid and flexible work arrangements

travel allowance

pension plan

Job summary

Orisha is seeking a Customer Support Specialist (Level 1) in Zwolle, Netherlands, to be the primary contact for daily users of our Tweakwise SaaS product. You will bridge customer experience with software development, handling inquiries, triaging issues, and coordinating with L2 Support and Product teams.

The role requires 1–3 years in customer-facing or technical support, proficiency with Intercom or HubSpot, and fluent Dutch and English.

Qualifications

• 1–3 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) for daily interactions with local clients and international teams.
• Empathetic, patient, and driven by a strong customer-service mindset.
• Highly structured and organized with a strong customer contact ethic and ability to follow processes.

Responsibilities

• Frontline Customer Engagement: handle inquiries via email, chat, phone, and ticketing with responsiveness and SLA compliance.
• Diagnosis & Resolution (Triage): analyze issues, troubleshoot glitches, provide step-by-step guidance.
• Escalation & Product Synergy: document and forward complex incidents and feature requests to L2 Support and Product teams.
• CRM & Ticketing Management: maintain and qualify records and ticket lifecycles in Intercom and HubSpot.
• Content Creation: write new support articles, update existing ones, and create feature videos using internal AI tools.

Skills

Customer support

CRM tools

Dutch language

English language

Empathy

Tools

Intercom

HubSpot

Job description

Customer Support Specialist

Join Orisha Commerce and play an active role in customer satisfaction in a fast-growing SaaS environment.

As a Customer Support Specialist (Level 1) for our product Tweakwise, you will be the primary point of contact for our daily users, building a direct bridge between on-the-ground customer experience and the development of our software solutions.

Missions :

• Frontline Customer Engagement : handle incoming inquiries (email, chat, phone, ticketing) with responsiveness and professionalism, ensuring compliance with our SLAs.

• Diagnosis & Resolution (Triage) : analyze user issues, troubleshoot known functional glitches, and provide clear, step-by-step guidance to resolve issues quickly.

• Escalation & Product Synergy : accurately document and transfer complex technical incidents and feature requests to the L2 Support and Product teams (bug reproduction, full context) to help shape the software roadmap.

• CRM & Ticketing Management : maintain and qualify customer records and ticket lifecycles within Intercom and HubSpot.

• Content Creation : write new support articles, keep existing ones up-to-date, and quickly create feature videos using our internal AI tools.

At Orisha, AI is an everyday ally : we encourage and train every employee to use Gemini to boost creativity and productivity.

Who you are ?

• 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 (ideally Intercom or HubSpot, or equivalent platforms).

• Fluent in both Dutch and English (spoken and written) for daily interactions with local clients and international group teams.

• 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.

This position is a full-time 1-year contract, based in Zwolle (Netherlands).

Gross monthly salary between €2,500 and €3,200.

Benefits : hybrid and flexible work arrangements, travel allowance, and pension plan.

About Orisha

Founded in 2003, Orisha is a European software publisher providing solutions tailored mainly to retail, real estate, healthcare, construction, and agrifood businesses.

Since its inception, Orisha has helped companies succeed by offering specialized, essential software for their daily operations. Orisha generates €350 million in revenue and employs over 2,200 people.

Orisha supports more than 50,000 customers across 100+ countries with the technology they need to run their businesses every day.

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