About Us
is a rapidly growing VC-backed scale-up that is disrupting the loyalty management market through its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure-play AI loyalty management platform.
The Team
The Team is a passionate, dynamic, innovative and fun-loving professional team. From consultative sales people, savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus - our customers. Customers are at the heart of everything we do and we pride ourselves in always taking an innovative, customer-centric approach in creating the right experiences, products and content for them. With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are as passionate, fearless and entrepreneurial.
If you’re looking for a remote first, dynamic, no corporate-BS environment to learn, grow, and really make an impact, we could be the perfect fit for you!
The Role
As a Customer Support Representative at , you’ll ensure everything runs smoothly and at the highest quality for our clients while helping them maximise the value of our product and providing guidance when needed. We’re looking for a solution-oriented problem-solver who responds to technical and administrative issues professionally, with a long-term affinity for technology/IT, as a deeper understanding of the product will be increasingly important over time. We are currently looking for a colleague to join our afternoon shift.
HI THERE, I'm Laura Kornelia GroffenCustomer Support Team LeaderI’m looking forward to working with you!Your Main Responsibilities
- Respond to incoming incidents and client requests with a personal, solution-focused approach while adhering to SLAs.
- Provide first-line support to our customers by checking, reproducing, and testing the issues
- Write clearly documented incident reports for the Engineering team if necessary
- Be the bridge between our client and our Engineering team to make sure that incidents are solved on time
- Follow up with clients through updates until their issues are resolved
- Answer basic product questions, and offer guidance to assist clients in using our functionalities in a self-service way
- Solve basic-level configuration issues in the scope
- Escalate complex client requests to higher levels of support.
- Make sure our clients can find documentation to best use our features and collaborate with our writers to improve our content
- Constantly expand your knowledge about our evolving product and clients’ feature sets
- Identify common user issues and communicate feedback from clients to the Product team
- Occasionally, go on video calls with our customers to facilitate ticket resolutions
- Handle chat support for quick Q&A-s at dedicated times
You should have
- Have work experience at a SAAS company and/or in a customer service role
- Be experienced in working in an international environment
- Have experience in using ticket management (eg. Jira) and help desk (eg. Jira, Zendesk, Freshdesk) tools
- Have the curiosity and capability to learn new technologies and use cases in detail
- You should be a patient and empathetic person who genuinely enjoys helping others in a friendly yet professional way
- Should be a team player who helps team members if needed and is not afraid to ask for help
- You should have the capability of evaluating and prioritizing new issues
- You should have good discipline and self-control to work actively and proactively in a flexible, remote-only environment
- You should have the ability to handle frustration when external factors prevent you from providing the desired level of assistance to the client
- Have a good written and verbal communication skill in English
Nice to haves
- Any level of loyalty knowledge
- Familiarity with e-commerce (Magento, Shopify) and marketing CRM/automation platforms (Salesforce, Oracle, Emarsys)
- Experience in creating support articles or user guides
Benefits
- Full remote, flexible way of working depending on the load (no unnecessary overwork at all)
- A dynamic environment that’s neither corporate nor startup, offering opportunities to learn, grow, and truly make an impact.
- International vibe: our working language is English we have 100+ colleagues from 10 different nationalities
- Diverse career path opportunities based on your interest even outside of customer support in a longer-term
- Strong team around you to support you every day and help you reach your goals
- Great remuneration package with bonuses for top performers
-
days and company perks
Why our team loves working at
- “ is remote-first, so I can work from my home, which means a lot to me. We regularly meet in person”
- “Truly international vibe, with different nationalities working on one mutual goal"
- "I love my comfortable environment (no dress code, flexible working hours, company retreats, etc.)"
- “The work culture is truly encouraging and friendly, sometimes even overly positive, but this does not come at the expense of quality”
- "People here like my bad jokes."
At every person is a unique personality working towards the same goal, creating a thriving business. It’s very important for us that everybody has a place and a voice on projects and goals, no matter the race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or basis of disability. We create and empower a diverse culture, as we know it encourages creativity and innovation.
We will never contact you by Whatsapp or text message - be job scam aware
Before you apply, please read the Privacy Notice of .
