Help customers via chat, email and calls
Hop on calls with customers when needed (support or to assist the sales team)
Troubleshoot product and integration issues
Investigate bugs and reproduce problems clearly for engineering and file those tickets
Help users configure integrations with tools like Jira, Linear, ClickUp, Trello, Asana, etc.
Answer billing and subscription questions
Help trial users get value quickly
Guide customers through setup and best practices
Reduce onboarding friction and confusion
Extend trials when appropriate
Identify upgrade and expansion opportunities naturally during conversations
Surface recurring customer pain points
Help improve our help center and documentation
Create or suggest support macros and workflows
Collaborate with product/design on usability improvements
Help us improve how support works as we scale
Contribute to processes, tooling, automations, and AI-assisted support workflows
Help prioritize support conversations as we introduce a free plan

Are curious
Communicate clearly and empathetically in writing
Enjoy helping people solve problems
Can handle 1st-level customer inquiries and support via email, chat, and online calls
Have 3-6 years of experience in a customer-facing role in a SaaS or tech environment
Are familiar with issue tracking/project management tools (Jira, GitHub, ClickUp, etc.)
Have experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
Are organized and detail-oriented
Can stay calm and helpful under pressure
Are comfortable switching between technical and non-technical conversations
Learn software products quickly
Think proactively and look for ways to improve systems/processes
Have strong ownership and autonomy
Can have flexible working hours and can be on call if something major happens
Bonus points: Experience supporting integrations or APIs
Bonus points: Experience in product-led growth (PLG) companies
Bonus points: Experience with Intercom, Help Scout, Zendesk, or similar tools
Bonus points: Basic technical knowledge (browser debugging, APIs, web apps, etc.)

Salary: €45,000-€55,000. The actual compensation offered to a successful candidate will be based on relative experience and skills.
Remote-first: Work from anywhere between UTC−3 to UTC+1.
Team retreats: At least once per year, plus regular Brussels meetups for remote team members.
Flexible working hours: As long as you can collaborate with your team effectively, get your work done, and display the right attitude, you control your own schedule.
Holidays: 25 days off per year.
Onboarding in Brussels: Your first week will be on-site for kickoff.
Career evolution roadmap: We'll map your career goals from day one and check in regularly.

Customer Experience Specialist – Support, Success

Key skills