Customer Support Specialist; Level 1

Position: Customer Support Specialist (Level 1)

job opening

Customer Support Specialist Join Orisha Commerce and play an active role in customer satisfaction in a fast-growing SaaS environment. As a Customer Support Specialist (Level
1) for our product Tweakwise, you will be the primary point of contact for our daily users, building a direct bridge between on-the-ground customer experience and the development of our software solutions. Missions :

Frontline Customer Engagement
handle incoming inquiries (email, chat, phone, ticketing) with responsiveness and professionalism, ensuring compliance with our SLAs.

Diagnosis & Resolution (Triage)analyze user issues, troubleshoot known functional glitches, and provide clear, step-by-step guidance to resolve issues quickly.

Escalation & Product Synergy
accurately document and transfer complex technical incidents and feature requests to the L2 Support and Product teams (bug reproduction, full context) to help shape the software roadmap.

CRM & Ticketing Management
maintain and qualify customer records and ticket life cycles within Intercom and Hub Spot.

Content Creation
write new support articles, keep existing ones up-to-date, and quickly create feature videos using our internal AI tools.

Who you are?

• 1 to 3 years of experience in a customer-facing or technical support role (Customer Support or SaaS Support).
• Hands-on experience with ticketing and CRM tools (ideally Intercom or Hub Spot, or equivalent platforms).
• Fluent in both Dutch and English (spoken and written) for daily interactions with local clients and international group teams.
• Empathetic, patient, and driven by a strong customer-service mindset.
• Highly structured and organized, with a great customer contact, and the ability to strictly follow established processes and protocols.

At Orisha, AI is an everyday ally : we encourage and train every employee to use Gemini to boost creativity and productivity.

• This position is a full-time 1-year contract, based in Zwolle (Netherlands).
• Gross monthly salary between €2,500 and €3,200.
• Benefits : hybrid and flexible work arrangements, travel allowance, and pension plan.

About Tweakwise Tweakwise offers the most complete SaaS suite for personalized site search, merchandising, and recommendations. With our smart solutions, we help webshops increase conversion by up to 15%. More than 300 webshops in the Netherlands and abroad rely on Tweakwise to deliver a better shopping experience, higher customer satisfaction, and more revenue.

Customers such as Xenos, Studio Anneloes, and Blond Amsterdam use our technology to make their webshop more personal, smarter, and more successful. About Orisha Founded in 2003, Orisha is a European software publisher providing solutions tailored mainly to retail, real estate, healthcare, construction, and agrifood businesses. Since its inception, Orisha has helped companies succeed by offering specialized, essential software for their daily operations.

Orisha generates €350 million in revenue and employs over 2,200 people. Orisha supports more than 50,000 customers across 100+ countries with the technology they need to run their businesses every day. If this sounds like you, let us know! We look forward to meeting you. Details

• Zwolle
• €2,500 - €3,200 per month
• Customer Support