Customer support

Your mission is to keep students and editors amazingly satisfied and facilitate the work of your colleagues and Scribbr’s editors.

Who are we?

Founded in 2012 by two ambitious students in Tilburg (the Netherlands), Scribbr started as a Proofreading & Editing company with only one editor. Today, our team of more than 700 editors, citation and layout experts worldwide provides proofreading and editing in 10 different languages to help students achieve their academic goals.

Combining years of experience in academic writing with technical know-how, we offer a public Knowledge Base that is used by millions of students and educators every year, and we offer tools like our plagiarism Checker, Citation Generator, Grammar Checker, Paraphrasing tool, and AI Detector. We also have a network of 700 editors that provides students with additional coaching to strengthen their writing skills.

We’re proud to be a trusted brand in EdTech and continue to strive to make students 100% happy.

About the job

We are searching for 2 motivated university students to join our team as the first point of contact for our students and editors. More specifically, we are on the lookout for one German-speaking and one French-speaking candidate. You’ll be responsible for selecting the right editors for new orders, keeping an eye on the editor's deadlines and following up on reviews. By answering questions from students and editors via phone, chat, and email, you will make sure that students receive the help they need.

At Scribbr, you're not just sending out email templates and following a call protocol. You'll be working with our very own CRM system, in an environment where you're encouraged to take initiative and provide feedback, whilst balancing a wide array of tasks such as:

• Helping out with quality management
• Improving the format of a paper
• Solving complaints according to our 100% happiness guarantee
• Fulfilling an advisory role for students and helping them with using our tools and services
• Participating in regular team meetings to discuss ongoing projects and share insights

What will your day look like?

• 08:30 – You leap up the stairs, quickly grab a cup of coffee and start up your computer. You read the shift update from your colleagues abroad who have worked overnight, and since a large number of orders are open, you have enough emails and chats to keep you busy for the next few hours. You take that first delicious sip of coffee, and you’re ready to get started.
• 11:20 – An editor from South Africa contacts you via the chat to tell you she has suddenly become ill and won’t be able to complete her order. Her deadline is tomorrow, so you need to work quickly! You make a few calls and eventually find an editor who can help you by taking over the order. The success is sweet. 😊
• 12:00 – After a busy morning full of chats and emails, it’s time for your daily healthy lunch with your colleagues.
• 13:15 – A student with whom you’ve had a lot of contact in the past few days has submitted a review. Great news – she passed! You send the student a message to congratulate her and email the editor to acknowledge a job well done. Within 5 minutes, you receive a ‘thank you!’ from the editor. Nice!
• 16:00 – Time for a snack (healthy or not, you decide 😉). After your pick-me-up, you update the support manager on what you’ve been up to for the past few hours. You also share an idea for a new FAQ item and point out a bug that you noticed on the Scribbr website.
• 17:00 – You process some final open emails and orders, and then you get ready to hand things over to your colleague on the evening shift. That one German order that is still awaiting payment is especially important to flag!

Who will you be working with?

You will work with everyone in the company, but you’ll work most closely with the current support team.

About you

For the French-speaking position:

• A current university student, living and/or studying in Amsterdam
• Refined communication skills in French (native speaker) and English. Other languages are a plus. Proper grammar is an absolute must!
• Experience in customer service or the hospitality industry is an advantage
• An enthusiastic, inquisitive and enterprising attitude
• A fast learner who is flexible and copes well under pressure

For the German-speaking position:

• A current university student, living and/or studying in Amsterdam
• Refined communication skills in German (native speaker) and English. Other languages are a plus. Proper grammar is an absolute must!
• Experience in customer service or the hospitality industry is an advantage
• An enthusiastic, inquisitive and enterprising attitude
• A fast learner who is flexible and copes well under pressure

What do we offer?

• 💰 Pay of €16.20 per hour (including 8% vacation allowance and accumulated vacation days) and a guaranteed pay raise after six months.
• 🏢 Work at an international company in the heart of Amsterdam
• 🚀 An ambitious and informal team atmosphere, where there is room to grow
• 🥂 Regular team and company events
• 🛥️ Rides on our Scribbr boat
• 📈 A growing, diverse, and international team of 18+ different nationalities
• 🥡 Lunch & dinner allowance during shifts, and unlimited snacks & fruit
• 📄 Employee discount on all our services
• 🥇 Premium accounts for AI writing tools from QuillBot and LanguageTool
• 🏋️‍♀️ Discount and extra credits on a ClassPass monthly subscription
• 🥂 Weekly team gatherings and monthly team events
• 💖 Free consultations at OpenUp
• 🤑 Employee referral program
• 👉 You'll take part in our company pension plan in NL

Do you want to join our team as our new Support hero? 💫

Then we'd love to hear about you!