SaaS Customer Support Specialist — Hybrid, Growth & Impact

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 Commerce is seeking a Customer Support Specialist to be the primary contact for daily users, bridging customer experience and product development in a fast-growing SaaS environment. The role is based in Zwolle and is a full-time permanent contract.

You will engage with customers across email, chat, phone, and tickets, triage issues, and collaborate with L2 Support and Product to improve the software. English fluency and 1–3 years in a customer-facing role are required.

Qualifications

• 1 to 3 years of experience in customer-facing or technical support.
• Experience with Zendesk and HubSpot or similar CRM tools.
• Excellent written and verbal English communication.

Responsibilities

• Handle incoming inquiries via email, chat, phone, and tickets with responsiveness and professionalism.
• Diagnose issues, troubleshoot glitches, and provide step-by-step guidance for quick resolution.
• Escalate complex incidents to L2 Support and Product with full context to aid bug repro and roadmap input.
• Maintain and qualify customer records and ticket lifecycles in Zendesk and HubSpot.
• Enrich the internal knowledge base and external help center FAQs to increase autonomy and efficiency.

Skills

Customer support

CRM tools

English proficiency

Analytical thinking

Tools

Zendesk

HubSpot

Job description

Orisha Commerce is seeking a Customer Support Specialist to be the primary contact for daily users, bridging customer experience and product development in a fast-growing SaaS environment. The role is based in Zwolle and is a full-time permanent contract.

You will engage with customers across email, chat, phone, and tickets, triage issues, and collaborate with L2 Support and Product to improve the software. English fluency and 1–3 years in a customer-facing role are required.