Customer Support Specialist, Utrecht

We are looking for a (Mid-Level or Senior) Support Specialist who takes ownership when things don’t go as planned.

At Keylane, we deliver mission‑critical SaaS solutions for the life and pension industry. When incidents occur, you are the one driving resolution—bringing structure to complexity, aligning stakeholders, and ensuring our customers stay informed and confident.

Key About Your Team You will be part of our Customer Support&Operations (CSO) department, responsible for the end‑to‑end delivery of our SaaS services.

In the Netherlands, you will join a growing CSO setup consisting of 12 colleagues, working closely with a smaller, dedicated team of 5 direct peers. This gives you both a strong local team connection and access to a broader international setup.

The team acts as the link between our customers and internal product teams. You will collaborate closely with colleagues across The Netherlands, Denmark and India in a setup that combines business, technical, and domain expertise.

Check out our blog posts and videos to see what it is like to work at Keylane.

Key About Your Role As our new Support Specialist in CSO, you are responsible for managing incidents end‑to‑end across our SaaS landscape.

You take the lead during major incidents, coordinate across support and engineering, and ensure issues are resolved efficiently and professionally. Beyond resolving incidents, you ensure we continuously improve by learning from them.

You will operate in an international setup across The Netherlands, Denmark and India, where collaboration and clear communication are key to success. Experience or knowledge within the pension industry will be considered an advantage.

Key About Your Responsibilities

Drive incidents from identification to resolution

Lead major incidents, including coordination, communication, and decision‑making

Act as a central point of contact for customers and internal stakeholders during incidents

Ensure clear, structured, and timely communication throughout the incident lifecycle

Drive root cause analysis and follow‑up actions to prevent recurrence

Monitor trends and identify opportunities to improve stability and performance

Ensure SLA compliance and high service quality

Key About Your Qualifications

2‑3+ years of experience in incident management, support, or a similar role

Experience working in SaaS, IT services, or preferably pensions/financial services

Strong understanding of ITIL (or similar frameworks) and incident processes

Comfortable leading situations under pressure and making decisions when needed

Strong communication skills—you can translate technical issues into clear messages

Structured, proactive, and accountable—you take ownership, not just tasks

Each employee within Keylane must follow training on information security and, irrespective of the role, basic information security responsibilities apply

Benefits

A monthly gross salary between€3,700 and €4,600 for Mid‑Level and between €4,400 and €5,500 for Senior based on a 40‑hour week;

8 % holiday allowance of your total gross salary;

A profit share;

A pension scheme, with the option to save extra;

Travel reimbursement; receive a mileage allowance of€0.23 per km or an NS Business Card, which can also be used for personal travel;

24 holiday days (optional to buy more). Additionally, 7 inclusion days, which can be exchanged with fixed Dutch national holidays, allowing you to take them when you like;

Flexibility in working environment. As part of a hybrid working team, you will work partly from home and partly from the office. If you work in the office, a free lunch is waiting for you every day. If you work from home, you will receive a working‑from‑home allowance (€ 4 net per day) and internet allowance (€ 35 net per month);

The possibility of working remotely from abroad for up to 2 months per year;

The possibility to lease a bike through our bike leasing program;

A one‑year contract that, subject to satisfactory performance, will be converted into a permanent contract;

The opportunity to develop yourself at our Academy through courses and training, both professionally and personally;

A comprehensive vitality offer to help you stay healthy. Read more here;

An active and fun community of "Keylaners". Get to know your colleagues in an informal way during one of our organized events. We also have after‑work drinks at our in‑house pub every Thursday and Friday.

We are an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national origin, disability, or protected veteran status.

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