Are you ready to put your skills to truly good use? Want to accelerate your career in an innovative and technology-focused organization? Join us at SustainCERT!
Who we are
SustainCERT is a carbon impact verifier developing digital verification solutions to bring credibility to climate action.
In a context where uncertainty and concerns around climate claims is high, SustainCERT’s certification, validation and verification approach aligns with and contributes to leading international sustainability frameworks. This includes the Greenhouse Gas Protocol, the UN Sustainable Development Goals, Gold Standard and Science Based Targets Initiative (SBTi).
We are developing the world’s first software platform to enable digital verification of impact claims across carbon markets and value chains. We strive for both speed and quality because we believe creating a race to the top, where those who take action can be recognized and incentivized to aim higher, is the only way to truly meet our collective climate objectives.
Your role
As our next Customer Support Operations Specialist, you join our fast-growing Customer Experience team. Reporting to and working very closely with the Customer Support Team Lead, you play a key role in supporting the Customer Support team in improving their tooling and processes.
In this role, you roll up your sleeves in hands-on L2 ticket handling to understand the types of issues our Customer Support Specialists encounter, and you act as the first point of contact for escalations. Based on this knowledge from the day-to-day operations, you suggest improvements and make magic happen! You can expect to work on both improving workflows and tools for the team. Next to this, you ensure the success of your colleagues by coaching the more junior team members and by building our internal knowledge base further.
Are you up for the challenge?
This full-time remote role is open to candidates based in the Netherlands, Luxembourg, and Germany. Unfortunately, we cannot provide visas in the said countries for the role. Should you already be based in the Netherlands or Luxembourg, you are always welcome to work from our hubs.
Your key tasks
- Hands-on Customer Support:
- For around 30-40% of your working week, participate in day-to-day Level 2 customer support activities in order to understand types of requests and issues that CS works with;
- Act as a first point of contact for escalations: ensure that escalations are effectively tracked and the status is communicated to internal and external stakeholders, while establishing cross-functional collaboration to manage and resolve action items;
Improvement of tools and processes:- Analyze support workflows and make suggestions to improve efficiency and effectiveness;
- Explore, specify and implement tools with the Technical Teams to improve the speed and quality of support;
- Develop and maintain standard operating procedures for common situations;
- Identify and act to remove obstacles to deliver consistently high levels of service;
- Assist with the documentation and rollout of new support tasks.
Team support:- Support colleagues and new joiners by providing guidance, support, coaching and training where needed;
- Contribute to internal knowledge base and collaboration platforms to share expertise internally;
- Support with queue management when needed: make recommendations regarding the schedules of team members according to customer demand and any service level agreements;
- Work closely with senior management to help Customer Support deliver on their components of overall company goals and objectives.
You have these claims to fame
- You have gained previous working experience for 2-5 years in Customer Support / Customer Service: you understand the CS processes from first-hand experience;
- You consider yourself process-oriented and analytical: we would love for you to have strong data and organizational skills;
- You love building bridges within the organization with your excellent communication and relationship-building skills in English;
- You are a fast learner: our domain is a specific one;
- You are passionate about hindering the climate crisis.
For bonus points
- Good understanding of Software-as-a-Service (SaaS)
- Previous experience from an Operations role
What we offer
- A competitive salary and benefits package;
- A full-time remote role (opportunity for a hybrid role in Amsterdam/Luxembourg);
- A friendly and driven team to be part of;
- A Learning & Development budget;
- An innovative organization at the forefront of making a change.
Come join our team of mission-driven professionals with big ideas, tireless optimism, and the belief that our work can change the world!
