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Support Specialist

  • Amsterdam, Noord-Holland, Netherlands

Job description

At Source, we are supporting the best greenhouse growers in the world to help them scale their operations and become more successful. We do this by building software tools and AI that helps growers manage their day-to-day operations more scalably and efficiently. By doing this, we are accelerating the global adoption of efficient and robust food systems which will make fruits and vegetables available and affordable to more people in a sustainable way. We are building an international, diverse, multi-disciplinary team consisting of the brightest talents that the fields of engineering, data science, and plant science have to offer, complemented by the people that can bring these solutions to our growers and help them become successful with it.

The purpose of the Support team is to assist growers during their journey with our solutions. When a grower has questions or experiences an issue, the Support team is there to provide answers and help them find success with our solutions. The Support team is also an invaluable resource for the Product and Engineering teams to gain deeper insights on how the Source solutions are being used and what growers are running into.

As a Support Specialist, you will operate as the first point of contact for our growers across the globe. You'll be working directly with growers, facility managers and all other users of our platform in case they need help. Changes you make for these users have a direct impact on how they can use our solutions and these changes help them to be successful in their day-to-day job. In order to do this, you will be working closely with multiple teams, such as Customer Success (CS), Onboarding, Sales, Product Management and Engineering.

What we'd love you to get excited about

  • Supporting growers by providing technical and functional expertise via email;

  • Troubleshooting complex issues whilst ensuring top-notch customer experience;

  • Becoming knowledgeable on how our solutions support growers in their day-to-day job;

  • Identifying trends and improvement areas to help the Support team more effectively support our customers;

  • Writing content that enables growers to find solutions on their own;

  • Working with internal teams to continuously improve our solutions for our growers.

Job requirements

You have

  • Experience in a customer facing role;

  • The ability and willingness to work on shifts to cover our support hours;

  • Fluency in both Dutch and English;

  • An eye for details, you make sure that your work is flawless when responding to a support request;

  • The ability to work under pressure, you don’t lose your head when multiple growers have issues and are counting on you to solve it;

  • Curiosity, you possess a strong desire to fully comprehend the issues growers face, and you are able to apply those learnings on future grower issues;

  • An analytical mindset, you can easily analyse and assess the impact of an issue and decide how to follow up and who to involve;

  • Empathy, you enjoy putting yourself in the shoes of a grower and you always make sure that the grower feels heard and understood;

  • Bonus: you have affinity with ticketing tools (e.g., Intercom);

  • Bonus: You are passionate about horticulture and/or biology.

*At Source, we highly value diversity of backgrounds and thoughts. Research has shown that people make different internal assessments of whether they are a good fit for the job. We therefore highly encourage you to apply for this job, even if you feel you might not 'tick all the boxes!

Our offer in return for your talent and skills

To reward your contributions, we offer you:

  • A hybrid work environment - we have working days at the office on Mondays and Thursdays which we make awesome

  • Paid lunch on the office days

  • Flexible hours - always respecting your team & meetings.

  • Pension contribution of 4.5%

  • Mental well-being guidance through Open Up

  • Macbook (for the deep tech roles a 16T)

  • Curiosity and learning sessions

  • Travel allowance for office commute

  • Annual learning budget of € 1,000

  • Work from home budget of € 550

  • Monthly wifi & phone plan reimbursement of € 50

  • Unlimited holidays and we expect you at least to take 25 per year

  • Source Super Social (S3) - Our Thursday drinks (when possible at the rooftop terrace)

  • S4s - per quarter we have a big company event on Friday that includes dinner and special activities

Our process