At a Glance
- Tasks: Support users with queries, troubleshoot issues, and create helpful resources.
- Company: Join a mission-driven team at iov42, focused on sustainability and data sharing.
- Benefits: Enjoy competitive salary, 25 days leave, remote work options, and health insurance.
- Other info: Collaborative environment with opportunities for growth and learning.
- Why this job: Make a real impact in combating deforestation while helping users succeed.
- Qualifications: Fluent Dutch speaker with 2+ years in customer support and strong communication skills.
The predicted salary is between 29700 - 36300 £ per year.
About Interu / iov42 Founded in Austria in 2016, iov42 was born out of a bold vision: to unlock the potential of secure, transparent, and trustworthy data sharing across the world’s most complex industries. Today, our team of experts spans 12 different nationalities and operates across Europe, bringing together a wealth of diverse perspectives and technical know-how to solve the unique challenges of our globalised economy.
We are passionate about the impact our product is making, especially in sectors like sustainable supply chain management and traceability. Our flagship application, Interu (interu.io), is enabling organisations to track forest risk commodities across their supply chains and meet sustainability targets and regulations. By doing so, we are helping combat deforestation and the illicit trade in commodity supplies. Designed for scalability, Interu supports an ever-growing number of supply chains and organisations, with the flexibility to onboard other industries and products seamlessly.
As we expand, we’re continuously looking for Customer Success Executive profiles to ensure our users receive prompt, accurate and empathetic support when using Interu. Reporting to the Head of Customer Success, you’ll act as the first point of contact for queries, providing guidance, troubleshooting issues, and coordinating responses with the Engineering and Product teams where required. Alongside this, you’ll create and maintain high-quality user resources, from Help Centre documentation to onboarding campaigns, and deliver training sessions to help customers and suppliers get the best from the platform.
Key Responsibilities:
- User Support: ensure timely response and resolution of user queries by directly answering platform questions.
- Troubleshooting & Escalation: act as first responder for critical issues during UK business hours; escalate to Engineering and coordinate responses with users.
- Product Collaboration: capture, document and escalate product requests and feedback to the Product team, supporting roadmap development and continuous improvement.
- Performance: Monitor support performance metrics (e.g. response time, resolution rate, user satisfaction) and contribute to continuous improvement.
- Support Coverage Expansion: set up out-of-hours support provision (via an external partner) and eventually coordinate with them to ensure seamless global response.
- Documentation & Knowledge Base: create interactive documentation of each Interu feature and use case, publishing and maintaining content in the Help Centre.
- Product Updates & Communication: write and publish product update email campaigns aligned with new releases.
- Self-Serve & Automation: develop user self-service resources and automation (product tours, update posts, onboarding campaigns, AI chatbot…).
- Training: organise and conduct user training sessions (including supplier users) and, in time, deliver internal training to colleagues.
About you:
- Native or professional level Dutch speaker
- Fluent in business English
- Fluency in other languages is a plus, particularly Portuguese and German
- 2+ years’ Customer or Technical Support experience in the SaaS industry, with a proven track record of resolving technical queries and supporting users
- Excellent written and verbal communication skills, able to create high-quality interactive content for user enablement
- Self-motivated, proactive and pragmatic, with a problem-solving mindset and the ability to remain calm under pressure
- Diligent, highly organised and attentive to detail, capable of managing multiple workstreams effectively
- Curious about the product, eager to test and trial features to gain complete mastery
- Strong pedagogy and patience when explaining concepts or delivering training, with empathy and a clear, customer-first attitude
- Collaborative team player, comfortable working cross-functionally with Engineering, Product and Customer Success
- Knowledge or experience of Intercom (or similar tools: CRM, support ticketing, or documentation platforms) would be a strong plus
- Passion for environmental, climate, or sustainability issues, and a genuine interest in supporting organisations working towards positive impact
Benefits:
- Competitive salary
- 25 days paid leave plus paid public holidays
- Enhanced pension scheme
- Life and health insurance
- Company share scheme
- Opportunity to work remotely 3 days/week and 2 days/week from our London WeWork office
- A mission-driven environment where your work has real impact
Customer Success Executive - Dutch Speaker in City of London employer: Interu - built by iov42
Interu - built by iov42 is an excellent employer that values flexibility and employee well-being, offering a hybrid work model that allows for a balanced work-life integration. With 25 days of annual leave and a commitment to professional development, employees are encouraged to grow within a supportive and dynamic team environment. This role not only provides meaningful contributions to the HR and recruitment processes but also fosters a culture of collaboration and innovation in a fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive - Dutch Speaker in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Interu - built by iov42. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Interu - built by iov42 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Executive - Dutch Speaker in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Interu - built by iov42:Your cover letter is your chance to shine! Tell us why you want to work at Interu - built by iov42 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Interu - built by iov42!
How to prepare for a job interview at Interu - built by iov42
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
