Customer 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

job opening

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 Engagementhandle 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 Synergyaccurately 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 Managementmaintain and qualify customer records and ticket lifecycles within Intercom and HubSpot.

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

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.

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

• 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 Tweakwise

Tweakwise offers the most complete SaaS suite for personalized site search, merchandising, and recommendations. With our smart solutions, we help webshops increase conversion by up to 15%. More than 300 webshops in the Netherlands and abroad rely on Tweakwise to deliver a better shopping experience, higher customer satisfaction, and more revenue. Customers such as Xenos, Studio Anneloes, and Blond Amsterdam use our technology to make their webshop more personal, smarter, and more successful.

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. If this sounds like you, let us know! We look forward to meeting you.

Details

• Zwolle
• €2,500 - €3,200 per month
• Customer Support