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.
