Tech Support / Customer Success - Tellow

Job description

We are Tellow, an accounting tool for entrepreneurs, and we want to give freelancers the freedom to do business. We totally believe in the 'gig' economy, and we are doing our part to help it continue to grow by making bookkeeping for freelancers easy and pain free.

We are looking for full time and part-time Customer Success Agents to aid us in solving our customers' bookkeeping issues and to gather feedback from them to make our platform even better.


Your role

In this role, you will mainly focus on supporting our customers from a technical perspective. You will be responsible for receiving, analysing and solving small hiccups and bugs, but also you're the link between support and our product team. So every user on our platform can have a smooth experience.


Next to that you will be familiarising them with our product, understanding how to use it for their accounting and for solving their problems. You will do this mainly via chat and by telephone. We communicate with our customers in an informal, yet clear way, and we appreciate when our Customer Success Agents / Tech Agent add a personal touch to their conversations with our customers.

Our accounting tool helps people to handle their accounting administration, so, naturally, you will learn more about accounting, but rest assured, you will always have helplines available if things get too complicated.


As part of our Customer Success team, you are not only the customers go-to person, but also play a key role in creating an extraordinary customer experience and in making our product even better.. We see you, and this role, as an essential part of our entire team.


What we offer

  • A full time or part-time position with a competitive salary (commensurate with experience)
  • Flexible working hours (we will create your schedule together)
  • Working in a start-up environment: autonomy, a young and driven team, a relaxed atmosphere
  • Team outings
  • Working in a beautiful office in the heart of Amsterdam
  • An open atmosphere, we value honest dialogue in which you can give and receive honest feedback

Requirements

  • Responsible for receiving, analysing and solve technical issues from our clients
  • Communicate bugs and discuss potential fixes with our product team
  • You have at least 1 year of experience in a tech-support oriented position
  • Experience with MySQL or similar relational databases is a huge plus
  • You are a ‘people person’ - very personable, empathetic, and a team player.
  • You have excellent listening skills
  • You are proficient in writing and speaking both Dutch and English
  • You deal well with change, think quickly, and are a doer
  • The dynamics of tech and a start-up fits your personality; no 9:00 to 18:00 mentality
  • Affinity with mobile applications, digital solutions, and accounting knowledge are all big pluses


As part-time Tech Support Agent, you can expect to work a minimum of 16 hours per week

Are you ready for a new challenge? Would you like to help others and work with an inspiring and ambitious team?

We would love to hear from you!


Benefits

We are a dedicated, open, and fun team based in Amsterdam, and we value talent and personal growth for all our employees. We offer a competitive salary, laptop, a brand-new office and a strong career growth path. We are an inspiring company with an ambitious mission, but having fun while working is key for us.

At Tellow, your benefits will include:

  • Personal growth plan that sets you on a path of career opportunity and advancement
  • Free lunch (or allowance in pandemic times)
  • Working in a brand new, state-of-the-art office

You will also gain from:

  • A self-starter environment that entrusts you with crucial company responsibilities
  • Experience at a fast-growing scale-up
  • Working with the newest Fintech software
  • Healthy workspace with proper climate control, lighting, adjustable desks and 4K screens
  • A work environment that values inclusivity, teamwork, cohesion, and fun
  • Having your voice heard regarding company strategy and decisions

Interested?

Please send us your resume, in English, and attach a 1-page cover letter about who you are, what you are looking for, and how you could help take Tellow to the top. We have a rolling evaluation process for all submitted applications, so you can expect to hear from us within 2 weeks of your application submission.

If you have any questions regarding the position you seek, please contact Juul Maas at juul@tellow.nl. Please also attach any samples of your website, blog or articles you’ve written, so that we can have a clearer understanding of your work, your personality, and your approach.

Procedure

Upon review of your resume and cover letter, if you are selected, you will be invited to begin interviews with our team. The first round of those interviews will be with our marketing team via video call. After that, we will ask you to do an assignment related to your prospective role to test your skills in the field, as we believe this is a strong predictor of your future work. For senior roles a cognitive ability test and personality assessment will be part of the process.

About Tellow

Tellow emerged in 2016 from Rabobank's Moonshot innovation program. Tellow continued as an independent organization to support the self-employed sector in the Netherlands with their online bookkeeping. Tellow makes various processes of bookkeeping easy and accessible through a user-friendly bookkeeping software.

In 2020, Tellow was acquired by The Ageras Group - an ambitious, young, fast-paced group of technology companies, with a shared vision of making life easier for business owners.

Our latest investment round proved quite successful, and we are now looking to scale our operations in 2021. After a capital injection of $73 million in The Ageras Group, Tellow is ready to build, innovate, and grow. We are expanding our teams and seeking talented individuals to support our growth and secure our foothold in the Dutch market.