Customer Support Specialist, Leiden

We have an open role for a Support Specialist– if you want to learn about ecommerce and develop your skills in Technical Support, we’re looking for you. In this entry level position, you’ll be joining the ChannelEngine Support team, who is responsible for identifying, understanding, and solving customer queries.

What will you do as a Support Specialist? In this role, you’ll respond to both inbound phone calls and tickets from our customers. Being part of the Support team, you’ll ensure our customers receive great service during the process. You’ll work independently on assigned tickets, pick up new tickets, and work closely together with 2nd line Support on complex or high‑impact tickets. After either solving the issue or forwarding it to 2nd line support, you’ll keep your customer up to date on the progress. Working with our customers, you’ll gain a good understanding of customer impact while handling requests, and you’ll learn to ask the rightquestions for clarity. You’ll become part of a team that works closely together, loves sharing knowledge and best practices, and has the drive to provide the customers with an exceptional experience together.

What makes you the ideal Support Specialist?

Tech‑saviness: this can be from previous support experience, general technical competence, or interest in technology

Self‑starter with strong attention to detail and good problem‑solving skills

Proficient communication skills in English, spoken and written

Enthusiastic about helping customers and colleagues alike

Available to work from our Leiden office at least 2 days a week

Nice to have (but not essential)

Experience in SaaS or Ecommerce

Dutch proficiency

Why you’ll love working here

You’ll be working in an open and collaborative company with over 200 colleagues of over 30 different nationalities

You’ll receive a thorough onboarding to get you familiar with ChannelEngine, our processes and tools, and your new colleagues. You’ll also have a buddy to support you along the way

We have a continuous feedback culture to help you track your progress and facilitate your professional development

We want to make sure everyone is supported mentally and emotionally which is why we provide free access to mental healthcare support

We’ll contribute 6% to your pension fund

You’ll be granted equity benefits so that we can grow together

Work from our modern HQ in the beautiful city of Leiden as much as you like. It’s a short walk from the train station

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