Senior Customer Support Specialist – Belgium

The Challenge

Customer Success Specialists (CSS) ensure a smooth onboarding journey to key accounts and provide ongoing support throughout their partnership with Alan.

They are accountable for operational excellence and long‑term satisfaction of our most strategic accounts and play a critical role as Alan continues expanding Enterprise and Public sector partnerships.

We are looking for senior professionals able to scale the role’s process and guidelines as we move forward. The goal is to set the standards for our customized approach to onboarding!

Your primary mission is to ensure operational excellence and an outstanding admin experience across a portfolio of key accounts (5 to 10 accounts per CSS). You’ll be the go‑to expert for complex admin topics such as affiliations, payroll management, invoicing, and billing—delivering meaningful, proactive, and delightful support while building deep expertise along the way.

• Train and onboard admins on Alan’s product, workflows, and best practices (remote and occasionally onsite): affiliation lifecycle, payroll management, invoicing, and more
• Own admin support end‑to‑end for your account portfolio: handle requests, investigate issues, coordinate with internal teams, and ensure timely resolution
• Manage complex or sensitive conversations with admins (objections, escalations, high‑stakes operational topics) with clarity and empathy
• Anticipate risks (missing affiliations, payroll edge cases, invoicing issues) and prevent blockers before they impact admins

All CSS actively contribute to improving Alan beyond their day‑to‑day support work. You’ll help shape the function itself—designing processes, playbooks, and ways of working that will scale as we grow.

• Identify recurring pain points and propose improvements: documentation, playbooks, tooling, and product feedback (with Product Specialists and relevant crews)
• Contribute to team priorities depending on the period: process/tooling projects, knowledge sharing, and occasionally hiring‑related work
• Report on operations at the company level to ensure visibility on opportunities derived from admin insights
• Collaborate closely with Key Account Managers, Pre‑Sales, Customer Success Managers, and Operations to remove blockers, coordinate resolutions, and surface product/process improvements

• Demonstrate strong ownership and autonomy on their missions
• Demonstrate growth mindset, challenges positively, learn fast
• Demonstrate strong client‑facing posture and communicate effectively both internally and with admins. At ease to train small group of several people/go onsite to meet our members
• Able to embrace change, have collaborative mindset
• Good listening skills, empathy and pedagogic skills.
• At ease with complex conversation and/or admin conversations.

• Excellent and structured written & oral communication skills in both Dutch and English
• Excellent problem‑solving skills: able to structure a problem, identify relevant solutions

• Great organization skills / Time management skills: is comfortable facing several competing priorities autonomously

• Customer‑Facing
  
  Experience:
  
  Previous experience in BtoB customer‑facing roles, such as Customer Success, teaching, or communication.
• Autonomous, driven, can organize themselves well (comfortable in our fast‑paced environment), missionary
• At ease with complex / new topics (experience in complex environments, strong studies…)
• Exceptional profiles with sales‑facing roles experience (e.g. Account executive, Sales) are also part of the scope

• Have a genuine passion for helping others and find joy in solving member challenges
• Master Dutch and English at a full working proficiency level (written and spoken)
• Navigate technology with confidence and embrace digital tools
• Feel at ease connecting with members across all channels – email, visio call, and phone calls
• Bring natural empathy and a calm presence to every interaction
• Love taking initiative and turning ideas into action
• Thrive in collaborative environments where you can both learn and share knowledge
• Bo…