Customer Support Specialist (Level 1)

Francisco Partners; Zwolle; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid & flexible work arrangements

Travel allowance

Pension plan

Job summary

Orisha is hiring a Customer Support Specialist (Level 1) to assist daily users of the Tweakwise SaaS product from Zwolle, NL. You will serve as the bridge between customers and product, handling inquiries, triaging issues, and documenting improvements for the team.

You will use Intercom/HubSpot for tickets, create helpful content, and collaborate with L2 support and Product to shape the roadmap. This is a full-time, 1-year contract with hybrid work options.

Qualifications

• 1 to 3 years of experience in a customer-facing or technical support role.
• Hands-on experience with ticketing and CRM tools (Intercom or HubSpot, or equivalent).
• Fluent in Dutch and English for daily interactions with clients and teams.
• Empathetic, patient, and customer-service driven.

Responsibilities

• Frontline engagement: handle inquiries via email, chat, phone, and tickets with SLAs.
• Diagnosis & resolution: triage issues and guide users through steps to resolve.
• Escalation & product synergy: document incidents and feature requests for L2/Product teams.
• CRM & ticketing management: maintain records in Intercom and HubSpot.
• Content creation: write support articles and produce feature videos with AI tools.

Skills

Customer-facing experience

CRM tools (Intercom/HubSpot)

Dutch and English fluent

Empathetic and patient

Organized and process-focused

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.

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

#WeAimForTheSummit