Senior Customer Support

About the role

We are looking for a Senior Customer Support professional to join a fast‑growing SaaS company serving the watersports and outdoor activity sectors. Based in Switzerland and working fully remotely, you will help customers across multiple markets get the most out of our platform, reduce churn and uncover growth opportunities.

Key responsibilities

• Provide high‑quality support via live chat and other channels in English and French.
• Conduct onboarding and training sessions to ensure users understand the platform.
• Investigate and resolve customer inquiries independently, focusing on satisfaction.
• Handle complex Level 2 technical cases, perform advanced troubleshooting and collaborate on bug resolution.
• Identify retention risks, recover dissatisfied clients and spot upsell possibilities.
• Work with Customer Success and technical teams to improve the knowledge base, support workflows and service quality.
• Adapt quickly to changing priorities in a startup environment and propose process improvements.

Required profile

• 4 + years of experience in B2B software support, Customer Success or a similar client‑facing technology role (5‑10 years preferred).
• At least 2 years of live‑chat support experience.
• Fluent in written and spoken English and French.
• Strong analytical abilities and capacity to manage multiple requests simultaneously.
• Experience with Level 2 technical support and handling software bugs.
• Excellent communication, problem‑solving and customer relationship skills.
• Ability to work under pressure and thrive in a dynamic environment; experience leading support teams is a plus.

Required skills

• Live chat support
• B2B software support
• Level 2 technical support
• Technical troubleshooting

What we offer

• Fully remote work with flexibility to operate from the Netherlands.
• Full‑time schedule (40 hours per week).