Dutch Customer Support Agent
Creative Fabrica
Salary undisclosed
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Description
About Creative Fabrica
Creative Fabrica is a fast-growing AI platform that makes it easy for everyday consumers to create whatever they imagine, from images and videos to audio and 3D creations, using the latest generative AI models.
About the role:
In the Community, we are responsible for supporting our crafting community. Our community means the world to us, there would be no Creative Fabrica without them! Our users are extremely engaged and are at the core of everything that we do. Our goal at Community Support is to connect with our customers and designers on a deeper level, turning them into brand ambassadors while making sure we handle their questions and are as consistent, efficient, and effective as possible.
As a Dutch Customer Support Agent, your primary responsibility will be handling email and phone support inquiries from our Dutch customers. Additionally, you will play a vital role in monitoring and reporting bugs, providing top-notch customer assistance through Facebook Direct Messages (DMs), and engaging with customers through comments on Facebook.
What you will do:
- Frontline Customer Support (Tier 1): Act as the first line of contact for our Dutch-speaking community, efficiently resolving incoming phone calls and email tickets with empathy, clarity, and speed.
- Escalation Management: Handle escalated customer issues and complaints that have been escalated by the L1 agents. Investigate, troubleshoot, and resolve cases promptly while maintaining a high level of professionalism and empathy.
- Team Support: Collaborate with the frontline support team, providing guidance and knowledge to help them handle routine queries effectively and minimize escalations. This will mainly entail answering ad-hoc requests via Slack channel.
- Bug Monitoring and Reporting: Diligently monitor for any bugs reported by customers and promptly escalate them to the relevant departments for resolution. Maintain detailed documentation of bug reports and follow up on their resolution.
- Facebook Customer Support: Provide exceptional customer support through Facebook DMs, responding to inquiries, troubleshooting issues, and ensuring customer satisfaction with our products or services.
- Documentation: Maintain comprehensive and accurate records of escalated cases, including all communication, actions taken, and resolutions provided.
- Escalation Trend Analysis: Identify trends in customer and agent escalations, providing further feedback and recommendations for process improvements.
What you will need:
- You have 1+ years of experience in Customer Support 2nd level role
- You have excellent verbal and written Dutch and English skills
- You have great communication and soft skills, allowing you to effectively de-escalate situations
- You have analytical skills to handle complex escalations and bug-related issues
- You are self-motivated. You can work independently, take ownership of your targets, and come up with innovative solutions
- You are a team player. You have a proven track record of working in collaboration with others, you are friendly, positive, and open
- You are flexible and adaptable as we are always evolving
- You are open to feedback and have a growth mindset
Nice to have:
- Experience with social media support
- Experience with ticketing and time-tracking software
- Basic graphic design knowledge (experience with Canva, Adobe Illustrator, Cricut)
Please note: Previous customer support experience is required for this role
We would also like to offer you:
- Lunch: On days you work in the office a warm fresh lunch will be provided for you.
- Up to 30 days Work From Anywhere Benefit based on your choice of work arrangement
- 24 days of paid vacation per year + public holidays.
- Travel Allowance, if you live more than 10 KM from the office.
- Company pension plan.
- CF Library
- Company events and overseas trips!
- New Joiner Swag Pack!
Is this you?
Get in touch! We'd love to speak to you.
You can apply by clicking the "Apply now" button.
Creative Fabrica is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About this role
Creative Fabrica's Dutch Customer Support Agent role sits at the intersection of frontline and escalation support for a fast-growing AI creative platform. You'd handle incoming email and phone inquiries from Dutch-speaking customers as a first point of contact, but the position goes beyond routine ticket resolution—you'll also manage escalated complaints, investigate reported bugs, provide support via Facebook, and mentor frontline agents through ad-hoc guidance. The role requires you to synthesize customer feedback into trend analysis and process improvement recommendations, making it suitable for someone ready to take ownership beyond individual cases.
The ideal candidate brings at least one year of second-level customer support experience and strong communication skills in both Dutch and English, with particular strength in de-escalation and complex problem-solving. You'll need to be self-motivated and analytical, comfortable working independently while also collaborating closely with a team. Experience with social media support, ticketing software, or basic design tools like Canva would strengthen your candidacy, though they're not required.
The position is full-time and in-office in Amsterdam North Holland. Benefits include daily office lunches, up to 30 days of work-from-anywhere flexibility, 24 days of paid vacation plus public holidays, travel allowance if you live beyond 10 km from the office, a company pension plan, and access to company events.
How this employer is doing
solid
- Recently Raised Funding
In the news
Creative Fabrica Raises $61 Million Series As It Deploys Generative AI, Business Insider
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Dutch Customer Support Agent postings in Amsterdam North Holland, and analyze any offer before you accept it.
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