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Customer Support Specialist

Jouwweb — Netherlands · Posted ~1 hour ago

Visa History ✓

Skills

customer support Zendesk customer communication knowledge base management support content writing content localization customer feedback analysis data-driven improvement

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Summary ✨ AI‑Generated

A Customer Support Specialist role in a data-driven, asynchronous environment serving a large global user base. You will resolve customer inquiries, identify recurring issues, improve knowledge-base and support content, localize customer-facing information, and turn feedback into scalable service improvements.

Highlights

Customer-focused role with direct influence on service quality and scalability. Offers high autonomy, asynchronous work, minimal meetings, and opportunities to improve support content and customer experiences using real feedback and performance data.

Description

Your role At JouwWeb (known internationally as Webador), we help small business owners worldwide build a professional website or webshop they are truly proud of. As a Customer Support Employee, you make a direct impact on our mission. You don't just solve day-to-day tickets; you actively contribute to making our service smarter, clearer, and scalable for hundreds of thousands of users.In this role, you work closely with our support team, and Country Managers. You answer incoming customer inquiries via Zendesk, identify recurring friction points, and turn those insights into improvements. By writing, refining, and localizing support content on our Knowledge Base and product copy, you help prevent future questions before they even happen.We operate in a data-driven, asynchronous environment with minimal meetings. This gives you high autonomy, deep focus, and the freedom to test new ideas and iterate based on real customer feedback and performance data.You will work on Responding swiftly and effectively to customer questions via our Zendesk ticketing system Identifying improvement opportunities in our help content, onboarding, and overall customer journey Maintaining and strengthening Webador's presence and reputation across various online review platforms like Trustpilot or Google Reviews.Writing, editing, and localizing clear support articles on our Knowledge Base, microcopy, and customer emails Collaborating with content, product, and development teams to resolve structural bugs and improve UX Analyzing recurring customer feedback and ticket data to optimize support processes and self-service capabilitiesOur tech stack Zendesk ( ticketing & help center ) JouwWeb / Webador CMS & internal admin tools Google Workspace & Slack ( asynchronous communication )