Customer Support Specialist

Customer Support Specialist

TRACT BV—Amsterdam, Netherlands   

At TRACT, we are building a more sustainable and resilient food and agriculture industry. Our mission? To remove the burden of data management and resolve the debate on methodology so companies can drive impact. With our SaaS platform, we empower organizations to focus their resources on making a real impact while driving positive change in the industry.  

About the Team  

We are a diverse and passionate team of about 40, committed to creating a sustainable impact and technological innovation. We believe in the power of collaboration and leverage our collective expertise to tackle complex challenges and drive meaningful change. Our cultural heartbeat & business decisions are shaped by our core values: 'Accept the challenge,' 'Commit to learn,' 'Authentic & accountable,' 'Make momentum,' & 'Simplify & ship.' These ensure that every team member can thrive and make a difference.  

About the Role

As a Customer Support Specialist, you're the essential link between our customers and TRACT. You'll help reinforce our reputation as a customer-first organization and ensure customers are supported throughout their entire journey with TRACT. You'll be responsible for providing timely and effective solutions to customer inquiries, identify ways to enable more use of the platform, ensure technical documentation is up to date, and work with our Product Team to provide feedback, and turn support data into clear insights and KPIs that help us improve the product and customer experience over time. 

Key Responsibilities

• Deliver on customer inquiries through our ticketing system, ensuring a clear, empathetic solution in a timely manner.
• Discuss open/ escalated/ resolved tickets with Customer Success Managers and Product Managers on a regular basis
• Update our customer-facing Knowledge Hub, FAQs, and internal playbooks to ensure content is accurate and easy to use.
• Train customers on how to use TRACT in implementation and beyond.
• Inform customers about new features and functionalities.
• Gather customer feedback and share with our Product and Sales teams to further improve our platform.
• Report on and steer the business based on relevant metrics role (e.g.: ticket volume, SLA achievement, etc.).
• Analyse and report on product malfunctions with detailed reproduction steps as reported by customers and through your own testing.
• Drive continues improvement within your role to support stakeholders efficiently

About You

• 2+ years of experience in a customer support or customer success role handling tickets in a B2B Tech company
• Experience with ticketing/ support tools (e.g. Jira Service Management, Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or similar).
• Strong writing skills to create and maintain manuals, process docs, step-by-step guides and FAQS using knowledge base platforms or other similar tools.
• A strong sense of ownership and accountability allow you to set, manage, and deliver on customer expectations with clear communication.
• Customer & supplier empathy – you're genuinely curious and care about making complex things feel simple and helping people succeed.
• Structured & organised – you can manage multiple tickets, follow-ups, and documentation tasks without dropping the ball.
• Pro-active improvements – you don't just respond to issues; you improve the systems, so problems don't repeat.
• Exposure to supply chain, sustainability, ESG, or traceability topics a plus.
• Experience designing and delivering online trainings or webinars a plus.

What We Offer  

• A unique opportunity to work on a fast-growing platform that enables our customers to create a positive impact in Ag & Food sustainability
  
• Full ownership and autonomy in your work, with encouragement for development beyond your area of expertise 
• Close collaboration in a team of +- 40 highly diverse, motivated, and talented colleagues
  
• Competitive compensation package
  
• Employee participation plan (SARs)
  
• Company pension
  
• 25 paid holidays + 2 diversity days + public holidays
  
• Swapping 3 Dutch public holidays for other recognized festive day
  
• Way of working: the commercial team is working in our office 5 days a week and/or will be on the road to customers & events. We offer a lot of flexibility to combine personal responsibilities/activities and being in the office. 
• Commuting allowance: 0.23 cent per km (tax-free), capped at 20 km single commute
  
• Remote working: 2 weeks per year
  
• Laptop and Home-Office equipment
• Learning and development budget
  
• Above statutory leave for maternity, paternity, adoption & other life events
  
• Frequent lunch & learns, including sharing our many different food cultures
  
• Office located at walking distance from Sloterdijk Station in Amsterdam
   

Are you interested to 'Accept the challenge'? Join us at TRACT to make a positive impact