Customer Support Coordinator

  • Customer Support
  • Amsterdam, Netherlands

Customer Support Coordinator

Job description

At StuDocu, our mission is to empower everyone to excel at their studies by providing the best tools to study more efficiently. StuDocu is the world’s leading community for university students. Every month we help more than 15+ million university students to get smarter, faster. After rapid and profitable growth in the Netherlands (under the StudeerSnel.nl brand) we are now taking the rest of the world by storm fuelled by a further investment of 50 million USD.


As the Customer Support Coordinator, you will be in a unique position to support the CS Manager in scaling a world-class CS department, constantly navigating between day to day operations, supporting the team, and helping shape the future of our customer experience. As the first point of escalation, you are solution-focused, able to negotiate and know how to turn an unhappy user into a loyal customer.
This opportunity received a rating of:
5/5 ⭐️  for your next career step in Customer Support
5/5 ⭐️ for bridging the gap between Management and CS Operations by delivering insights and improvement recommendations to the Customer Support Manager
5/5 ⭐️ for coaching and development of junior team members
5/5 ⭐️ for developing processes to enhance productivity and Customer Satisfaction


What you'll be doing: 

  • Managing the prioritisation of the Customer Support inbox whilst maintaining KPIs and SLAs.

  • Supporting Customer Support agents with their questions and provide guidance on how to handle complex requests.

  • Monitor and respond to public product reviews and handle escalation of complaints.

  • Ad hoc coaching and development of junior members.

  • Initiate and drive process improvements.


Why you are going to love it here:

  • Choose your own adventure! Due to our projected growth, there are opportunities to develop more into People Management, Project Management and/or process/procedure development and implementation.
  • Touching a bit of everything and working with everyone.
  • Building together with the CS manager a world-class CS department, at a company that is growing exponentially.
  • Fast-paced with a possibility to become a team leader in the future.


*During the COVID-19 pandemic, we are still interviewing and hiring, but all conversations will obviously be via video call! For now, StuDocu adopted a flexible remote-first policy, but we still require our 45+ employees to be located in or near Amsterdam in the Netherlands (we are supporting the relocation process). We encourage our employees to visit the office once every other week to build relationships and socialize while abiding by the safety rules. When it's safe again, you will be able to take full advantage of our bright office in the center of Amsterdam with canals, restaurants, and cafes right around the corner. Every day we have lunch together (prepared by our chef and it’s oh, so good) and once a week we’ll crack open a few beers, chill in the garden, or grab our boat for a trip on the beautiful canals of Amsterdam. And let's not forget about the occasional pub quizzes, board game nights, and bbq cook-offs!

Requirements

  • 5+ years experience in Customer Service/Support.

  • Strong analytical skills, including advanced knowledge of Excel (SQL knowledge is a plus).

  • Knowledge of Zendesk preferred.

  • Excellent written and verbal communication skills in English (other languages are a bonus!).

  • Project and People Management experience.

  • Team player with strong interpersonal skills.

  • Solution-oriented and data-driven, not afraid to ask questions and challenge the status quo.