Customer Care Officer (Dutch speaker)

We're looking for a Customer Care Officer to own the first line of support for our Tribe CRM customers in the Netherlands. You'll handle incoming questions by phone and ticket, resolve functional issues yourself where you can, and decide what gets escalated and to whom. This is a role where product knowledge compounds: the better you know Tribe CRM, the more you solve on your own, and the more you influence how our support content and processes evolve. You'll report to the Head of Customer Care.

Responsibilities

First-line support: act as first point of contact for customers by phone and ticket, resolve requests accurately and on time; Triage & escalation: identify, prioritise and route tickets to the right support level or team, verify closure; Functional troubleshooting: analyse and resolve functional issues in Tribe CRM; Customer records: log clear, concise notes after every interaction and flag recurring trends; Knowledge base: write and maintain standard replies, troubleshooting guides and internal articles; Product & market awareness: keep up with new functionalities and industry developments

Requirements

First hands-on experience in a customer-facing role; Problem solver who digs into issues before passing them on and knows when to escalate; Comfortable with Microsoft Office; Structured and calm when volumes spike; Native level of Dutch; Full professional fluency in English; Able to come to the Utrecht office three days a week (hybrid policy)

Nice to have

Experience in software or SaaS; Ticketing systems; Knowledge of CRM or marketing technology

Benefits

Full ownership of first-line support for the Dutch Tribe CRM customer base; Become a genuine product expert, with a direct line to Product and higher support levels; European exposure: colleagues across multiple markets; People experience programme & continuous learning; Hybrid working policy