Customer Support Hero, CitizenLab
More information about location
Community engagement platform
Job no longer available
Community engagement platform
21-100 employees
Job no longer available
More information about location
21-100 employees
Company mission
To make public decision-making more inclusive, participatory, and responsive.
Role
Who you are
- You achieved a bachelor degree or comparable through experience
- Having some experience in Account or Support Management is an asset but not a requirement
- Having some experience in analytics tools such as Google Analytics and Matomo is an asset but not a requirement
- You are enthusiastic about product development and digital innovation, your strengths include communication, team spirit and a sense of responsibility
- You are tech-savvy and comfortable working with digital tools
- If not based in Belgium, you are comfortable with working in a remote setting
- You have the ability and excitement to work proactively and independently in a fast-paced environment
- You have an autonomous work style and you can keep things organised
- You have a fluency in English, French is a strong asset - additional languages (Dutch, Spanish, …) are a plus
- You can work in Central European Timezone
- An eagerness to learn, talent, and enthusiasm are more important than ticking all the boxes
What the job involves
- As our customer support hero, your main goal is to work closely with our customer succes and product team to help our clients get the best of their engagement platform
- Customer support: you interact closely with our clients by answering and investigating technical questions through web chat and e-mails
- Product feedback: you keep a close eye on how our product evolves and make sure that client feedback is brought into our product roadmap
- Content creation : you take ownership of our support materials and identify opportunities to craft content for our knowledge base (training videos, support articles, documentation, …)
- Support flow management: your work closely with our customer support lead, Government Success Managers and Product team and you identify opportunities to improve the support flow
Our take
Founded in 2015 with the purpose of making decision-making more equitable, Go Vocal (previously CitizenLab) offers a platform used by local governments to enable them to engage people online and make informed decisions.
What was three clients in 2016 is now numbered at around 500 with the company working with hundreds of local governments and organisations across 20 countries. Recent global events have meant that the government plays an even larger role in people’s lives, hence more citizens are willing to engage in policy-making, creating more demand for its service.
The company rebranded in 2024, stating its new name is "a call to government, residents and partners to go vocal". With its bold new brand, it plans to expand further in the US and grow its AI-backed offerings for an even more successful future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2022
$2.5m
LATE VC
Apr 2021
$4.1m
SERIES A
Total funding: $10.2m
Company HQ
Rue Neuve, Bruxelles, Bruxelles
Leadership
Aline Muylaert
(Co-Founder & Regional Director Benelux)Previously wrote a quarterly column for Trends-Tendances and held the position of Digital Marketeer for D-Sight.
Koen Gremmelprez
(Co-Founder & CTO)Previously co-founded Transformy and acted as Lead Developer for entrust-it.
Wietse Van Ransbeeck
(Co-Founder & CEO)Obtained a Master's Degree in Business Engineering from Solvay Brussels School of Economics and Management.
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