📍 Job Overview

Job Title: Customer Support Specialist
Company: Vertuoza
Location: Nivelles, Wallonia, Belgium
Job Type: On-site, Full-time
Category: Customer Support & Success
Date Posted: 2025-07-30
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Strategic Support Evolution: Drive the improvement of support processes, tools, and reporting to elevate the support function.
Cross-functional Collaboration: Liaise between the support team, clients, and product/tech teams to ensure exceptional service quality.
Process Optimization: Identify pain points, propose solutions, and deploy automation and AI tools to enhance support efficiency.
Performance Tracking: Monitor KPIs, ensure service level agreements (SLAs), and maintain high customer satisfaction.

📝 Enhancement Note: This role requires a strong process improvement mindset, excellent communication skills, and a proactive approach to problem-solving.

💻 Primary Responsibilities

Process Development & Optimization:
- Create, document, and improve support processes from ticket management to resolution.
- Identify recurring issues and propose concrete solutions to address them.
Automation & AI Implementation:
- Deploy tools for automation and AI (chatbot, help center, automated ticket triage) to streamline support operations.
Performance Monitoring & Reporting:
- Ensure high-quality service, track KPIs, and maintain SLA compliance.
- Create and monitor performance dashboards to measure support team effectiveness.
Collaboration & Issue Resolution:
- Work closely with tech, product, and customer success teams to manage bugs and complex requests.
- Collaborate with support engineers to prioritize, organize, and resolve issues efficiently.
Customer Experience Enhancement:
- Optimize the customer experience from the first point of contact, ensuring high satisfaction and net promoter scores (NPS).
Team Training & Onboarding:
- Train and onboard new support team members to ensure consistent service quality.
Startup Mindset & Agility:
- Demonstrate a startup mindset, acting quickly, and adapting to change in a fast-paced environment.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: Minimum 3 years of experience in customer support, operations, or a similar role, preferably in a scale-up environment.

Required Skills:

Proven experience in process improvement and support function optimization.
Strong proficiency in support tools (Jira, Intercom, HubSpot, Notion, etc.).
Excellent communication skills in French and English (bilingual).
Strong organizational skills and ability to manage multiple priorities.
Analytical mindset with a focus on data-driven decision-making.
Familiarity with customer support KPIs, SLA management, and performance tracking.

Preferred Skills:

Experience with automation and AI tools in a support context.
Knowledge of the construction industry or relevant SaaS products.
Familiarity with Agile methodologies and project management tools.

📝 Enhancement Note: Candidates with a proven track record in support process improvement and a background in scale-up environments will be highly sought after for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Process Documentation: Provide examples of support processes you've created, improved, or managed, highlighting your approach to problem-solving and optimization.
Performance Tracking: Demonstrate your ability to track and analyze KPIs, SLA compliance, and customer satisfaction metrics using relevant tools and dashboards.
Automation & AI Implementation: Showcase your experience with automation and AI tools in a support context, explaining how you've used them to improve efficiency and customer experience.

Technical Documentation:

Process Documentation Standards: Explain your approach to creating and maintaining support processes, including documentation standards and best practices.
Automation & AI Tool Integration: Describe your experience integrating automation and AI tools into support workflows, emphasizing the impact on efficiency and customer satisfaction.
Performance Metrics & Optimization: Detail your experience tracking and optimizing support performance metrics, including SLA compliance and customer satisfaction.

📝 Enhancement Note: Candidates should focus on demonstrating their process improvement skills, data-driven decision-making, and ability to optimize support performance in their portfolio.

💵 Compensation & Benefits

Salary Range: €40,000 - €55,000 per year (based on market research for customer support roles in Belgium with 3-5 years of experience)

Benefits:

End-of-year bonuses and flexible compensation system via Payflip.
Electric company car (BMW or Mini) and exceptional health insurance (Alan).
Team-building activities and a dynamic, international work environment.

Working Hours: Full-time (40 hours per week), with flexibility for maintenance windows and project deadlines.

📝 Enhancement Note: The salary range is based on market research for customer support roles in Belgium with 3-5 years of experience. The benefits package is tailored to attract and retain top talent in a competitive market.

🎯 Team & Company Context

🏢 Company Culture

Industry: SaaS (Software as a Service) for the construction industry.

Company Size: Medium (50-249 employees), with a strong focus on growth and international expansion.

Founded: 2017, with a mission to bring serenity and success to construction companies through a simple, powerful, and intuitive solution.

Team Structure:

Support Team: Composed of support engineers and the support officer (this role), working closely with product, tech, and customer success teams.
Cross-functional Collaboration: Vertuoza encourages collaboration between departments, with regular interactions between support, product, tech, marketing, and sales teams.

Development Methodology:

Agile/Scrum: Vertuoza follows Agile methodologies, with regular sprint planning, code reviews, and quality assurance practices.
CI/CD Pipelines: The tech team uses CI/CD pipelines for automated deployment and server management.
Continuous Learning: Vertuoza fosters a culture of continuous learning, with regular training opportunities and a focus on emerging technologies.

Company Website: Vertuoza

📝 Enhancement Note: Vertuoza's company culture emphasizes growth, collaboration, and a strong focus on customer success. The support officer role plays a strategic and cross-functional part in driving this success.

📈 Career & Growth Analysis

Customer Support Career Level: This role is ideal for an experienced customer support professional looking to take on a strategic and cross-functional role, driving support process improvement and optimization.

Reporting Structure: The support officer will report directly to the CTO and work closely with the team lead, as well as collaborate with other departments, including product, tech, and customer success.

Technical Impact: The support officer will have a significant impact on customer experience, support process efficiency, and overall customer satisfaction.

Growth Opportunities:

Team Leadership: As the support team grows, there will be opportunities for the support officer to take on a leadership role, mentoring new team members and driving the team's success.
Cross-functional Collaboration: The support officer will have the opportunity to work closely with various departments, gaining a deep understanding of the business and contributing to its growth.
Technical Skill Development: Vertuoza encourages continuous learning and offers opportunities for employees to develop their skills in emerging technologies and support tools.

📝 Enhancement Note: This role offers significant growth potential, with opportunities for team leadership, cross-functional collaboration, and technical skill development in a fast-growing SaaS company.

🌐 Work Environment

Office Type: Vertuoza's office is a dynamic, international workspace with a strong focus on collaboration and innovation.

Office Location(s): Nivelles, Wallonia, Belgium, with plans for international expansion.

Workspace Context:

Collaborative Workspace: Vertuoza's office features open-plan workspaces, encouraging collaboration and communication between teams.
Modern Equipment: Employees have access to modern equipment, including multiple monitors and testing devices, to ensure optimal productivity.
Cross-functional Interaction: Vertuoza encourages cross-functional interaction, with regular team-building activities and a strong focus on internal communication.

Work Schedule: Full-time (40 hours per week), with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: Vertuoza's work environment fosters collaboration, innovation, and continuous learning, with a strong focus on customer success and team growth.

📄 Application & Technical Interview Process

Interview Process:

Online Meeting with Manon, Talent Acquisition Specialist: Discuss the role, company culture, and answer any initial questions (45 minutes to 1 hour).
Technical & Personality Test: Complete a technical test and personality/motivation/logic assessment at home.
On-site General & Technical Interview: Meet with Max, CTO, and your potential team lead to discuss the role, technical aspects, and cultural fit (1 hour).
Final Online Interview with Manon: Discuss the job offer and package (1 hour).

Portfolio Review Tips:

Structured Portfolio: Present your support processes, performance tracking, and automation/AI implementation examples in a clear, structured format.
Case Studies: Include case studies demonstrating your problem-solving skills, process improvement, and customer experience enhancement.
Data-driven Approach: Highlight your data-driven decision-making and ability to optimize support performance using relevant metrics and KPIs.

Technical Challenge Preparation:

Process Improvement: Brush up on your process improvement skills and be prepared to discuss your approach to identifying pain points, proposing solutions, and optimizing support processes.
Performance Tracking: Familiarize yourself with customer support KPIs, SLA management, and data-driven decision-making to demonstrate your ability to track and optimize support performance.
Automation & AI Tools: Review your experience with automation and AI tools in a support context, emphasizing your ability to streamline workflows and enhance customer experience.

ATS Keywords:

Customer Support: Customer Service, Support Specialist, Support Officer, Customer Success, Customer Experience.
Process Improvement: Process Optimization, Process Development, Process Management, KPI Tracking, SLA Management.
Automation & AI Tools: Jira, Intercom, HubSpot, Notion, Automation, AI, Chatbot, Help Center, Ticket Triage.
Soft Skills: Communication, Organization, Problem-solving, Data-driven Decision-making, Collaboration, Bilingual (French/English).
Industry Terms: SaaS, Construction Industry, Support Function, Support Team, Customer Satisfaction, Net Promoter Score (NPS).

📝 Enhancement Note: Candidates should focus on demonstrating their process improvement skills, data-driven decision-making, and ability to optimize support performance in the interview process.

🛠 Technology Stack & Web Infrastructure

Support Tools:

Jira: Vertuoza uses Jira for issue tracking and project management.
Intercom: Intercom is used for customer communication and support ticket management.
HubSpot: HubSpot CRM is used for customer relationship management and sales enablement.
Notion: Vertuoza uses Notion for internal documentation, knowledge management, and collaboration.

Automation & AI Tools:

Chatbot: Vertuoza uses a chatbot for automated customer communication and support ticket triage.
Help Center: Vertuoza has an intelligent help center to provide customers with self-service resources and solutions.
Automated Ticket Triage: Vertuoza uses automated tools to streamline ticket triage and assignment processes.

📝 Enhancement Note: Candidates should be proficient in using support tools such as Jira, Intercom, HubSpot, and Notion, as well as familiar with automation and AI tools in a support context.

👥 Team Culture & Values

Customer Support Values:

Customer-centric: Vertuoza prioritizes customer success and satisfaction above all else.
Proactive: The support team takes a proactive approach to identifying and addressing customer needs and pain points.
Collaborative: Vertuoza encourages cross-functional collaboration, with regular interactions between support, product, tech, marketing, and sales teams.
Continuously learning: Vertuoza fosters a culture of continuous learning, with regular training opportunities and a focus on emerging technologies.

Collaboration Style:

Cross-functional integration: Vertuoza encourages cross-functional integration, with regular team-building activities and a strong focus on internal communication.
Code review culture: Vertuoza follows Agile methodologies, with regular code reviews and quality assurance practices.
Knowledge sharing: Vertuoza encourages knowledge sharing, technical mentoring, and continuous learning.

📝 Enhancement Note: Vertuoza's customer support culture emphasizes customer-centricity, proactivity, collaboration, and continuous learning, with a strong focus on cross-functional integration and knowledge sharing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Process Optimization: Identify and address recurring support issues, proposing solutions, and optimizing support processes to enhance customer experience and efficiency.
Performance Tracking: Monitor and optimize support KPIs, SLA compliance, and customer satisfaction metrics to ensure high-quality service and continuous improvement.
Automation & AI Implementation: Deploy and manage automation and AI tools to streamline support workflows and enhance customer experience.

Learning & Development Opportunities:

Process Improvement: Develop your process improvement skills and gain experience in driving support function optimization in a fast-growing SaaS company.
Data-driven Decision-making: Enhance your ability to track, analyze, and optimize support performance using relevant metrics and KPIs.
Automation & AI Tools: Gain experience with automation and AI tools in a support context, learning how to streamline workflows and enhance customer experience.

📝 Enhancement Note: This role offers significant technical challenges and learning opportunities, with a strong focus on process improvement, data-driven decision-making, and automation/AI implementation in a dynamic, fast-growing SaaS company.

💡 Interview Preparation

Technical Questions:

Process Improvement: Be prepared to discuss your approach to identifying pain points, proposing solutions, and optimizing support processes. Provide examples of your process improvement experience and the impact you've made in previous roles.
Performance Tracking: Demonstrate your ability to track and optimize support performance using relevant metrics and KPIs. Be ready to discuss your data-driven decision-making approach and provide examples of your experience in this area.
Automation & AI Tools: Review your experience with automation and AI tools in a support context, emphasizing your ability to streamline workflows and enhance customer experience. Be prepared to discuss your approach to implementing and managing these tools.

Company & Culture Questions:

Customer-centricity: Explain how you prioritize customer success and satisfaction in your support approach, providing examples of your customer-centric mindset in previous roles.
Proactivity: Describe your proactive approach to identifying and addressing customer needs and pain points, offering examples of your proactivity in previous support roles.
Collaboration: Discuss your experience working with cross-functional teams, emphasizing your ability to collaborate effectively with product, tech, marketing, and sales teams to drive customer success.

Portfolio Presentation Strategy:

Structured Portfolio: Present your support processes, performance tracking, and automation/AI implementation examples in a clear, structured format, highlighting your process improvement skills, data-driven decision-making, and ability to optimize support performance.
Case Studies: Include case studies demonstrating your problem-solving skills, process improvement, and customer experience enhancement, emphasizing the impact you've made in previous support roles.
Data-driven Approach: Highlight your data-driven decision-making and ability to track and optimize support performance using relevant metrics and KPIs, providing examples of your experience in this area.

📝 Enhancement Note: Candidates should focus on demonstrating their process improvement skills, data-driven decision-making, and ability to optimize support performance in the interview process, with a strong focus on customer-centricity, proactivity, and collaboration.

📌 Application Steps

To apply for this customer support specialist position at Vertuoza:

Submit your application through the application link provided in the job listing.
Customize your portfolio with live demos and responsive examples, highlighting your process improvement skills, data-driven decision-making, and ability to optimize support performance.
Optimize your resume for customer support roles, emphasizing your project highlights and technical skills, with a focus on process improvement, performance tracking, and automation/AI implementation.
Prepare for the technical interview by brushing up on your process improvement skills, data-driven decision-making, and automation/AI tool experience, and practicing your customer-centric, proactive, and collaborative mindset.
Research the company and its support function, understanding Vertuoza's customer-centric approach, focus on growth, and commitment to continuous learning and improvement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist