Senior Customer Support Specialist - Belgium

Customer Success Specialist – Accounts

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.

• 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 (5‑10 accounts): 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.
• Identify recurring pain points and propose improvements: documentation, playbooks, tooling, and product feedback (with Product Specialists and relevant crews).
• Contribute to team priorities: process and 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.

• Strong ownership and autonomy on assigned missions.
• Growth mindset – challenges positivity, learns quickly.
• Client‑facing posture and excellent communication with admins, internal teams, and small groups.
• Collaborative mindset and ability to embrace change.
• Good listening skills, empathy, and pedagogic skills.
• Comfortable handling complex conversations and admin topics.
• Excellent written and oral communication in Dutch and English.
• Excellent problem‑solving skills – structure problems and identify solutions.
• Strong organization and time‑management; able to handle competing priorities autonomously.
• Previous BtoB customer‑facing experience (Customer Success, teaching, communication). Experience in complex environments and/or sales‑facing roles is a plus.
• Autonomous, driven, well‑organized, comfortable in a fast‑paced environment.

Must be legally eligible to work from France. Remote work flexibility is offered but in‑person collaboration is valued.

The role is full‑time with an anticipated salary range of B0‑C0.

We welcome applicants from all backgrounds and encourage diversity and inclusion.