• Proactively engage users via **chat** and **calls** during onboarding and early usage; • Reach out to users showing low activity or early churn signals and help them get back on track; • Act as a **human recovery layer**: understand user frustration, diagnose issues, and rebuild trust through real conversation; • Help users understand what can be improved to get better results, using clear and empathetic communication; • Recommend profile, CV, or job search improvements, including relevant paid add-ons (e.g. resume review) when they add real value; • Share user feedback and recurring patterns with Product to improve the overall customer experience.

Role Description Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. - Deliver outstanding customer support via phone and email; - Manage incoming tickets, investigate issues and ensure timely follow-ups; - Provide first-level troubleshooting and escalate complex cases when needed; - Guide customers through software workflows, settings and configuration screens using documented procedures; - Support customers with how-to questions and common accounting workflows; - Coordinate with internal specialists regarding escalated cases; - Maintain accurate ticket documentation and contribute to knowledge base updates; - Keep up with evolving tools, processes and product updates; - Handle sensitive customer data with care and security; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists. Qualifications - Native Dutch; - Excellent English communication skills (at least C1 level for both spoken and written); - Experience in a customer-facing support role, ideally within a B2B or software environment; - Strong communication skills and ability to manage customer expectations professionally; - Structured and process-oriented approach to troubleshooting and ticket handling; - Ability to investigate issues methodically and follow documented procedures to identify when issues should be escalated; - Comfortable navigating complex software, settings, and configuration screens; - Fast learner with the ability to master complex software products over time; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Requirements - French communication skills (at least C1 level for both spoken and written); - Experience with ERP or accounting software such as Exact Globe, Exact Online, SAP, Odoo, or similar platforms; - Basic bookkeeping or accounting knowledge, including invoicing, general ledger, and accounts payable/receivable concepts; - Remote desktop support experience (Splashtop, TeamViewer, AnyDesk); - Experience with CRM systems; - Basic SQL or database awareness; - Familiarity with Peppol or electronic invoicing; Benefits - Fixed schedule: Monday–Friday, 9am - 5pm, GMT+2; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements.

• Provide day-to-day support for customers using WCM and HHQ products • Deliver a high-quality customer experience through professional and responsive communication with quick resolution • Troubleshoot product issues across multiple workflows and product lines • Respond to customer inquiries clearly, professionally, and empathetically in written English • Investigate, reproduce, and document software bugs • Submit detailed bug tickets and product enhancement requests to internal teams • Identify when issues require escalation to onshore support, product, or engineering teams • Maintain accurate records of customer interactions and issue resolution • Collaborate with cross-functional teams to ensure timely customer outcomes

Role Description Are you a driven and multilingual professional with a passion for sales and customer service? GenePlanet, a leading EU-based biotech company specializing in preventive genetic tests, is seeking a dynamic Contact Center Manager to join our growing team. In this role, you will be pivotal in driving sales through effective phone communication and ensuring a seamless, positive patient experience. You will manage our contact center operations, focusing on converting online leads and providing outstanding support. - Drive Sales: Proactively contact and qualify online leads to generate sales of GenePlanet's medical tests. - Patient Coordination: Efficiently organize and schedule blood collection appointments, ensuring a smooth patient journey. - Exceptional Customer Service: Provide prompt and effective support, addressing patient inquiries and resolving issues with empathy. - Performance Analysis: Monitor and analyze contact center performance, identifying opportunities for optimization. - Marketing Collaboration: Provide valuable feedback to the online marketing team based on patient interactions and market insights. - Strategic Input: Collaborate with the marketing team to refine lead generation strategies and enhance customer engagement. - Market Intelligence: Communicate key market information to the marketing team to inform strategic decisions. Qualifications - Sales-oriented mindset with a focus on achieving results. - At least 2 years of experience working in sales/customer service, preferably in a contact center environment. - Fluency in English and Bulgarian. - Medical background is a plus. - Marketing knowledge is a plus. - Strong communication skills. - Excellent organizational and time-management abilities. - Ability to work independently and as part of a team. Benefits - Competitive salary and performance-based bonuses. - Opportunities for professional growth and development within a leading biotech company. - A dynamic and supportive work environment. - The opportunity to work in an international environment.