Support Associate

The impact you'll make in this role:

As our Support Associate, you'll be the heart of our commitment to delivering outstanding user experiences. Your role will be instrumental in ensuring our users receive seamless, efficient, and personalized support, making them feel valued and heard every step of the way.

You will have the unique opportunity to foster strong, lasting relationships with our users by addressing their needs, solving their problems, and enhancing their overall experience with our products and services. Your expertise and dedication will directly contribute to user satisfaction, helping to shape and improve the way our users engage with our brand and ensuring they feel confident and empowered at every touchpoint.

🎯 About the job:

User Support:

• Provide fast, friendly, and effective support to users by addressing inquiries, technical issues, and concerns via chat, ensuring a positive and responsive experience.
• Troubleshoot and resolve issues efficiently, guiding users through step-by-step solutions to ensure smooth, hassle-free resolutions.
• Work closely with cross-functional teams to escalate and resolve more complex challenges, collaborating to find the best possible outcomes.
• Independently manage and solve user issues, demonstrating problem-solving expertise and initiative.

User Experience Enhancement:

• Contribute to exciting projects aimed at improving the user experience, such as creating helpful resources (e.g., help articles) and working on data visualization initiatives.
• Collect user feedback, identify pain points, and actively suggest improvements to enhance the overall user journey with our product.
• Partner with product development teams to advocate for user-centric enhancements, ensuring that user needs are at the forefront of feature updates and new releases.

Documentation & Training:

• Maintain a well-organized internal FAQ section to provide quick solutions and streamline support across the team.
• Create engaging, easy-to-understand training materials to help new users get up to speed with our products and services.
• Collaborate with your team and leadership to optimize support workflows, improve onboarding processes for new team members, and enhance communication across teams.

Continuous Improvement:

• Actively propose and implement creative ideas to improve support efficiency, user satisfaction, and overall team performance.
• Collaborate with colleagues to integrate feedback and data-driven insights into strategies for continuous improvement.
• Demonstrate independence and decision-making skills, while working within the guidelines set by your manager to drive positive changes.

Your Experience:

• A Bachelor’s degree is preferred, but not a requirement, we value relevant experience and passion.
• 1-2 years of experience in customer support, user experience, or a similar field, with a track record of making a positive impact.
• Exceptional interpersonal and communication skills, with the ability to empathize with users and translate complex technical details into clear, easy-to-understand solutions.
• Strong problem-solving abilities and the composure to handle challenges calmly and effectively under pressure.
• Proficiency with customer support tools, ticketing systems, and/or other relevant software applications that enable smooth and efficient service.
• A data-driven approach, with the ability to analyze user feedback and behavior to uncover insights that inform improvements.
• Dutch level at B2/C1 and fluent in English, both written and spoken
• Must have the legal right to work in the Netherlands (e.g., does not require visa sponsorship).
• Salary range between € 32.000 - € 37.000,- annually, including 8% holiday allowance (based on experience)

We value diverse perspectives and encourage you to apply even if you don't meet every requirement. Your portfolio and design talent matter more than years of experience or specific background.

What You Get:

• 25 paid holidays per year
• Volunteering leave
• Learning and Development leave and budget
• Possibility to work hybrid
• Travel allowance and Swapfiets subscription
• Bring-your-own-device compensation
• Free access to office gym
• Unlimited access to certified psychologists and coaches (within the EU, US, and AUS)
• Advantageous pension scheme

Why join us?

• Be a key contributor to FeedbackFruits’ mission to empower educators globally with best-in-class learning design.
• Take ownership of the support role and play a crucial role in high-impact projects that shape our growth.
• Join an international, passionate team committed to transforming education.
• Enjoy a flexible hybrid/remote role with ample opportunities for professional development.