Customer Support Specialist (Level 1)

About the Position

Customer Support Specialist (Level 1)

Join Orisha Commerce and play an active role in customer satisfaction in a fast-growing SaaS environment.

As a Customer Support Specialist (Level 1) for our product Tweakwise, you will be the primary point of contact for our daily users, building a direct bridge between on-the-ground customer experience and the development of our software solutions.

At Orisha, AI is an everyday ally: we encourage and train every employee to use Gemini to boost creativity and productivity.

Responsibilities

• Frontline Customer Engagement: handle incoming inquiries (email, chat, phone, ticketing) with responsiveness and professionalism, ensuring compliance with our SLAs.
• Diagnosis & Resolution (Triage): analyze user issues, troubleshoot known functional glitches, and provide clear, step-by-step guidance to resolve issues quickly.
• Escalation & Product Synergy: accurately document and transfer complex technical incidents and feature requests to the L2 Support and Product teams (bug reproduction, full context) to help shape the software roadmap.
• CRM & Ticketing Management: maintain and qualify customer records and ticket lifecycles within Intercom and HubSpot.
• Content Creation: write new support articles, keep existing ones up-to-date, and quickly create feature videos using our internal AI tools.

Requirements

• 1 to 3 years of experience in a customer-facing or technical support role (Customer Support or SaaS Support).
• Hands-on experience with ticketing and CRM tools (ideally Intercom or HubSpot, or equivalent platforms).
• Fluent in both Dutch and English (spoken and written) for daily interactions with local clients and international group teams.
• Empathetic, patient, and driven by a strong customer-service mindset.
• Highly structured and organized, with a great customer contact, and the ability to strictly follow established processes and protocols.

We Offer

• Gross monthly salary between €2,500 and €3,200.
• Hybrid and flexible work arrangements.
• Travel allowance and pension plan.

About the Company

Orisha

Founded in 2003, Orisha is a European software publisher primarily serving the retail, real estate, healthcare, construction, and agrifood sectors.

Since its inception, Orisha has been guiding businesses toward success by providing industry-specific solutions that are essential to their operations. Orisha generates over €350M in revenue and employs more than 2,200 people.

Orisha is a group that supports over 50,000 clients across 100+ countries, meeting the technological needs required to keep their daily operations running smoothly.

If this sounds like you, let us know! We look forward to meeting you.

#WeAimForTheSummit