Customer Support Specialist

Customer Support Specialist Customer Support Specialist Braine-l’Alleud - Hybrid Do you want to help shape software that affects thousands of lives? Who are we? We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle. If you are looking to build an exceptional career with an award-winning company you’ve come to the right place. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion. We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business. Purpose As a Customer Support Specialist, you’ll play a key role in delivering an outstanding customer experience. You’ll help customers get the most out of our product by independently managing support cases, providing dedicated support to our Enterprise customers, and supporting your teammates when needed. Your work will have a direct impact on customer satisfaction and the overall success of our customers. Key Responsibilities • Be a trusted point of contact for our customers, from small businesses to Enterprise accounts. • Independently handle customer requests from start to finish via chat, email, and sometimes phone, ensuring every issue is fully resolved or appropriately escalated. • Deliver high-touch support to Enterprise/VIP customers, providing timely, accurate, and proactive follow-up throughout their support journey. • Investigate customer issues, identify root causes, and propose the best solutions, whether that’s using advanced product features, troubleshooting integrations, resolving bugs, or finding practical workarounds. • Work alongside the Development and Product teams to find solutions when issues require deeper investigation. • Collaborate closely with Customer Success Managers to share insights about customer accounts, spot potential risks or opportunities, and ensure customers get proactive and tailored support when needed. • Contribute to internal projects, such as improving our chatbot, enhancing help desk content, or cross-departmental initiatives. • Master essential support tools such as Intercom, Aircall, and JIRA. • Ensure every customer feels supported, valued, and confident using our product through responsive, professional, and solution-oriented support. • Act as a role model within the team by sharing best practice, supporting colleagues, and contributing to a culture of continuous improvement. Key Skills, Experience and Qualifications • Fluent Dutch and French, plus a good level of English. • At least 2+ years of experience in a customer support, technical support, or help desk role, preferably in a SaaS environment. • Comfortable managing more complex customer issues independently while knowing when to collaborate or escalate. • Strong problem-solving skills, with excellent attention to detail and a genuine passion for helping customers succeed. • Excellent written and verbal communication skills with a customer-first mindset, comfortable communicating via chat, email, and phone. • Takes ownership of customer requests, ensuring every issue is followed through to resolution with professionalism and accountability. • Highly organised and able to manage multiple requests without losing focus on quality and customer satisfaction. • Curious, proactive, and always looking for ways to improve processes, documentation, and the overall customer experience. • Comfortable working autonomously while collaborating effectively with others. • Driven, self-motivated, enthusiastic, and adaptable in a fast-paced environment. • An interest in new and emerging technologies. • Naturally takes ownership, inspires confidence in others, and is motivated to grow into greater responsibilities over time. Benefits • Hybrid working model. • Mobility budget. • Group insurance and full hospitalisation coverage. • Net allowance to support home working. • Company laptop and paid mobile phone bill. • A friendly, supportive, and international work environment. Our Values We are United . As part of a team, we’re better together. We are Agile . Be the change, we’re on a journey. We are Trusted . Do the right thing, we own this. We are Driven . Get stuck in, we make it happen. Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year. Department Customer Support Locations Belgium Remote status Hybrid Employment type Full-time Belgium