About AIHR

Founded in 2016 with the mission to future-proof HR, the Academy to Innovate HR (AIHR) has become the world’s market leader in online training for human resources professionals. We have a global customer base spread across 140+ countries, amongst which companies like Unilever, Reckitt, Goldman Sachs, Philips, Deloitte, Nike, Heineken, and UBS. It is our goal to continuously educate 100,000 HR Professionals.
We are an international team of 90+ people, driven by excellence, innovation, and a hunger to grow in everything we do. As such, we strive to provide the world’s best courses and excellent support to our customers while continuously optimizing every aspect of our work. With over 30 nationalities, our team is diverse, yet we all share a few traits: we're friendly, enthusiastic, and great team players.

Role and Responsibilities

On a typical week

On a typical Monday morning, you will start the day by planning your week and preparing for the team stand-up, where you and your colleagues share what the focus area for the coming days will be. After that, you grab a cup of coffee and have a quick chat with your colleagues Esengül, Alina, and Janica about their travels from last weekend. You kick off your tasks for today and jump into the inbox to begin assisting customers from the weekend.
After the weekly team stand-up, you would continue to work with customers, the team, and various internal stakeholders to clear the support tickets, which will be a large portion of most days.
Now it will be time for a lunch prepared by our in-house chef, Rick! After a quick bite in the office with colleagues, you will be able to begin planning your next steps on new projects. This would include enriching our Help Center with new and refreshed articles, as well as back office and support administration work to ensure we have a smooth experience for our members.
Tomorrow, after assisting the new customers who come into contact with us, you will go through customer reviews/feedback to spot improvements and successes for our offering. You will then be able to collaborate across multiple departments to create solutions so that we can offer a fully tailored, 5-star service.
On Friday morning, you start the day with a 1on1 meeting with William, your team lead, where you review some of the challenging customer conversations you had this month/week. He gives you detailed feedback about the strengths he found in your communication, and you define together the areas where you can improve more. You feel energized and ready to implement the new ideas based on your conversation.

Who you are

We’re looking for someone customer-focused, highly solution- and detail-oriented with empathetic and friendly communication skills (able to write in flawless English). Besides that, someone with a solid understanding of how to utilize tools to co-create new processes that build an efficient support organization. Moreover, you are a good fit if you:

• Have experience in a support and/or customer-facing role;
• Are native or fluent in English (Written and Verbal);
• Are able to understand the feelings and needs of customers and their perspectives;
• Can handle a high degree of autonomy, plan activities and create project timelines;
• Are a resourceful and solution-oriented problem solver;
• Experience with B2B Support is a plus;
• Are not afraid to work hard and take ownership;
• Are interested in working in a scaling Support Function;
• Able to work from our office in Rotterdam for faster onboarding and coordination;
• Eligible to work in the Netherlands. Unfortunately, we are not able to provide visa sponsorship for this position.

We offer

• A key role in shaping how our organization offers support to our customers;
• Plenty of career and growth opportunities;
• Competitive compensation;
• The opportunity to shape your own day-to-day work;
• Flexible working hours & working from home arrangements;
• A high degree of autonomy in a vibrant, result-driven, inclusive, and international team;
• A key role in a fast-growing scale-up company;
• A beautiful office right across Rotterdam Central Station (Millenium Tower) and a brand new office in Amsterdam;
• 26 paid holidays per year + 1 extra day for every year you work here + you can exchange any 2 bank holiday days for a free day of your choice;
• Pension plan;
• 5 Mental health Days per year;
• Access to Open Up mental health platform;
• Personal development budget, training, and we pay for the books you read!
• All public transport expenses covered (NS Business Card);
• Mac Book + all other equipment you need to do your work;
• Daily lunch prepared by a chef, weekly drinks, monthly dinners, and fun team activities;
• Free access to the office gym.

Do you want to join our team as our new Customer Support Specialist? Then we'd love to hear from you! We are looking to hire for this role as soon as we find an eligible candidate.