Customer Support Employee

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 capabilities Our tech stack Zendesk ( ticketing & help center ) JouwWeb / Webador CMS & internal admin tools Google Workspace & Slack ( asynchronous communication ) Who we are looking for You have a Bachelor's level of working and thinking You have at least 2 years of experience in a support role within a SaaS, tech, or digital environment You are available for 32 to 40 hours per week You have a strong command of English (spoken and written); fluency in a second European language (such as French, German, Dutch, Italian, or Spanish) is a big advantage You recognize yourself in our core values: proactive, data-informed, self-driven, and focused on simplicity You are an enthusiastic problem solver with a strong affinity for technology, writing, and customer experience What you get in return A competitive salary between €2,900 and €3,500 based on knowledge and experience A learning and development budget equal to 5 percent of your annual salary A solid pension plan with no personal contribution We meet every week during our team day at our office at Strijp-S in Eindhoven. For the rest of the week, you decide where you work best: at home or in the office A professional yet informal work environment with a flat structure and without unnecessary meetings On top of that, we offer fun extras when we hit our company targets, such as surprises, team outings, and additional bonuses About JouwWeb (and Webador) With JouwWeb, small business owners can easily create a professional website or online store they are proud of. New AI features in our tool make starting a website truly effortless. We are based in Strijp-S in Eindhoven and have been growing rapidly for years, partly thanks to Webador, our international brand. It is no coincidence that we have been listed in the Deloitte Fast50 for seven consecutive years, including four years as the longest-listed company on the ranking. An achievement we are especially proud of, particularly because we accomplished this as a fully bootstrapped company. Today, more than 350,000 small business owners worldwide use the premium version of our software. By reaching more customers, we increase the impact we make on entrepreneurship globally. Our ambitious goal is to grow to 1,000,000 customers by 2030. Despite this growth, we deliberately remain a compact team of around 50 colleagues, where everyone makes a visible impact. We like to keep things simple, both in our product and in our processes. We work in a data driven way and validate hypotheses with experiments. We have few meetings. our team works with focus and calm on meaningful improvements. Apply now! Do you enjoy a hybrid work environment and can you see yourself making an impact as a Product Manager at our company in no time? Are you available for 32 to 40 hours per week and eager to get started? Then apply now. Do you have questions about this vacancy? Send a message to our Recruiter at [email protected].