SaaS Customer Support Specialist (Dutch/English) – Hybrid

Orisha

Zwolle

Hybrid

EUR 28,000 - 36,000

Full time

14 days+

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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.