Customer Support Officer

Contractify offers user-friendly contract management software, allowing companies to efficiently organize and track contracts. To continue delivering quality to a growing customer base, we are looking for an enthusiastic colleague to join our team. You will be part of a fantastic team of highly motivated people with the same goal: contributing to the success story of Contractify.

What does your day look like?

As a Customer Support Officer, you will perform the following tasks:

• You are the first point of contact for customers via the support portal Zendesk and also by phone.

• You diagnose issues, resolve them, and guide users to solutions.

• You turn 'I'm stuck' moments into 'Wow, that was easy!' experiences.

• You maintain accurate customer records and follow up on support interactions using our ticketing system/CRM.

• You share customer insights with the product team to influence roadmap decisions.

• You host webinars for new product releases or product tips & tricks.

• As a power user, you assist in testing the software and gather feedback to improve the software, services, and user experience.

• You advise users on the latest product developments and solutions.

• And you actively contribute to process improvements.

What do we offer you?

• A permanent contract (full-time or 4/5) with a competitive salary, bonus system, and fringe benefits (meal vouchers, eco vouchers, mobile phone subscription, laptop, health insurance, group insurance...)

• Flexible working hours

• Part-time work (4/5) is an option

• We work a 40-hour workweek, entitling you to extra vacation days (12 extra days for full-time employment)

• A dynamic team of young, ambitious people (weekly Friday afternoon drinks, team building, free podium, etc.)

• Daily fresh soup

• Combination of remote work and working at the office in Evergem.

What are we looking for?

Your technical skills

• 1-3 years of experience in a customer support, content, or SaaS role.

• Excellent writing and communication skills (you enjoy explaining things clearly).

• Empathy and patience; you know how to make customers feel heard.

• Organizational talent and juggling multiple priorities without dropping the ball.

• Bonus: experience with SaaS or creating product documentation.

Your soft skills

• You work independently and proactively.

• You are a good communicator and take pride in conveying your message as clearly as possible.

• You have a keen eye for detail without losing sight of the bigger picture.

Your degree

• Professional Bachelor's or Master's degree

Your language skills

• Dutch and good command of English