Customer Service & Operations Specialist, Shine

• You’re someone who enjoys solving problems, helping others succeed, and growing your own expertise along the way. You have a genuine passion for customer care, a knack for organization, and thrive in dynamic environments
• Native Dutch speaker with excellent English communication skills - both written and spoken
• At least 2 years of experience in a customer-facing role (e.g., support, sales), ideally in a SaaS or tech-driven company
• A strong customer-first mindset - you’re empathetic, solution-oriented, and care about delivering quality service
• A proactive team player: you enjoy collaborating, taking feedback, and helping colleagues
• Tech-savvy and excited to work with tools like Slack, Notion, Intercom, and others
• Caring and committed - our customers and your team can count on you
• Organized, calm under pressure, and resilient when things get busy
• Curious and proactive - always eager to learn and improve

Desirable

• We’re now looking for a Customer Service & Operations Specialist (NL) to join us full-time and to take on a vital role in supporting our Dutch customers
• You’ll be the trusted point of contact for entrepreneurs, freelancers, and bookkeepers who use our platform, ensuring their experience with Ageras is smooth, productive, and even delightful
• From resolving questions to guiding users through onboarding and supporting their bookkeeping needs - you’ll play a major part in building lasting relationships and operational excellence
• Providing support via email, chat, and phone to entrepreneurs, bookkeepers, and small businesses - always with a personal, thoughtful touch even during busy times
• Assisting with income tax preparation and banking/accounting queries
• Supporting customer onboarding and helping users update financial information and navigate bookkeeping tasks
• Turning negative customer experiences into positive outcomes through proactive outreach and smart problem-solving
• Writing Help Center content and contributing to an ever-improving knowledge base
• Managing and replying to customer reviews across platforms and gathering insights to improve the product
• Prioritize incoming requests, optimize communication channels, and ensure smooth coordination with internal teams to enhance service efficiency
• Investigate banking and accounting cases, identify solutions, escalate technical issues or bug reports, and ensure clear and accurate guidance for customers
• In 3 months:
• You’ll be confidently handling chat and phone support and navigating internal systems with minimal assistance
• In 6 months:
• You’ll manage both chat and phone support independently and offer guidance on bookkeeping basics
• In 1 year:
• You’ll onboard new "Complete" users and provide advanced assistance to our most loyal customers

• We usually respond within a week
• 1️⃣ A 30-minute intro call with a Talent Acquisition Specialist
• 2️⃣ A 45-minute interview with your future manager to dive deeper into your experience
• 3️⃣ A 45-minute business case to showcase your skills and approach
• 4️⃣ A final 30-minute team meeting and soft skills interview to explore your fit within the team