Support Operations Specialist

Support Operations is part of the Customer Support department at Channable. The team has been created to help improve the department and customer experience. The goal of our Support team: Has it ever happened to you that the customer service was so good, you fell in love ❤️ with the brand and recommended them?

The Support Operations team aims to reduce the number of incoming tickets, enhance agent efficiency, and boost customer loyalty. To achieve this, the team analyses support data to identify areas for improvement. The role will identify pain points and address these by setting up and leading projects.

Your job

You will be using support data to spot ways we can improve the Support we offer to our customers. Your goal? Decrease the influx of tickets, both new and repeat questions. Based on your findings you will create and lead projects trying to reduce the number of questions by proposing changes to the tool, knowledge bases, and processes.✨

Your challenges

• Lead and manage projects aimed at improving support processes and reducing customer friction, from inception to completion;

• Continuously seek out opportunities to enhance support operations, quickly adapt to changes, and drive impactful results;

• Regularly analyze support data to identify trends, root causes, and areas for improvement, using relevant KPIs and metrics;

• Collaborate effectively with Support, Product, and Operations teams to ensure that data insights are understood, actionable, and aligned with organizational goals;

• Use a customer-centric approach to identify pain points and advocate for changes that will improve the overall customer experience;

• Leverage data analysis tools and support platforms to interpret support data and generate meaningful insights.

Your journey

First 3 months: Key focus areas

In the initial stage of your role, you will focus on introducing effective solutions to improve the efficiency of our Support department. Your primary objectives will be to reduce the workload of support agents and optimize existing processes. Specifically, you will:

• Implement quick fixes: Utilize available data to identify patterns and propose immediate changes that will help reduce both new and repeat support tickets. Your aim is to lower the influx of support requests and address recurring issues at their source.

• Analyze data: While current data sources may be limited, you will work closely with relevant teams to extract useful insights. You will aim to uncover the root causes of common support queries and implement strategies to prevent their recurrence.

• Build relationships: During this time, you will familiarize yourself with our organization's structure, key stakeholders, and internal processes. Establishing these relationships will be crucial as you work collaboratively across departments to implement changes.

After 3 months: Laying the foundation

After successfully implementing the initial quick fixes, your focus will shift to planning for the long-term development of the Support department. During this period, you will:

• Process review and improvement: Drawing on the insights gained from your first three months, you will conduct a thorough review of the department's existing processes. Your objective will be to identify inefficiencies, bottlenecks, and areas where optimisation is needed to ensure a smoother, more scalable operation going forward.

• Prioritisation of long-term solutions: Your focus will move from immediate solutions to more sustainable improvements that will strengthen the department's ability to manage increasing demand.

• Collaboration and recommendations: You will recommend and help implement process changes that future-proof the department against recurring issues.

After 6 months: Continuous improvement

After the initial six months, the role will evolve into a more ongoing process of continuous improvement. This phase will focus on a cyclical approach, where you will:

• Identify issues: Regularly monitor the performance of the Support department, using the data sources and insights previously identified, to spot areas for enhancement. 💫

• Present improvements: Based on your findings, you will propose solutions that address the identified issues. You’ll work closely with relevant stakeholders to ensure that these improvements are aligned with business goals and department needs.

• Implement improvements: Once approved, you’ll take a hands-on approach in working with teams to implement the suggested changes, ensuring that improvements are integrated smoothly into existing processes.

Who are you?

• Collaboration skills: it's easy for you to work together with different people. It's also easy for them to work with you. You're clear and motivational in your communication.

• Strong project management skills: You've at least 1 year of experience managing projects with people from different perspectives and departments. You know how to get everyone on board and guide change.

• Analytical skills: You know how to analyze data efficiently and how to find the points for improvement.

• Results-oriented: It's easy to get overwhelmed by data and all the initiatives we could work on. In this phase of the company, you can imagine there is still a lot to do. It's important you have a practical approach to making an impact on the work-life of our Channablers.

• Assertive: You have an eye for identifying areas that need improvement and are confident in speaking up when something isn't working. You’re not just a problem-spotter but also a results-oriented individual who proactively suggests improvements and drives positive change. 💥

Other requirements

• You are living in Utrecht, or at least within travel distance to our Utrecht office;
• You are willing to come to our Utrecht office for 2 days/week;
• You are available for at least 32 hours per week (4 days).

Who are we?

Channable was founded 10 years ago in the heart of Utrecht. We are now a strong team of +250 diverse individuals, more than +40 nationalities, a brand new HQ in Utrecht, serving customers all over the globe, and operating from other offices including New York City, Berlin, and Aarhus.

Joining Channable means you’re looking for a bit more than just a job. We like spending time with each other. Be that in the office, our Channabar, or in one of our internal chats. We’re open-minded and down-to-earth people. We’re super proud that everyone adds their own special spice to Channable’s culture. Diverse as we are, we all share our love for growth, to help, to take ownership, and create an awesome journey together. Feel free to take a further look at our Instagram, Facebook or LinkedIn! Give our Culture Playbook a read.

What do we do?

Channable is a fast-growing B2B SaaS platform that offers a fully integrated way to market your products online. We empower marketers and online businesses to manage, scale, and optimize their marketing.

What do we offer?

• The salary range based on 40 hours is between gross €3.500 - €4.500 per month within a clear career & salary structure; 💸💸
• Extra 8% holiday allowance - 8% of your yearly salary, which is paid together with the May salary;
• Company-wide bonus; 💰
• Stock Appreciation Rights: you will get financial profit from Channable success; 🗠
• Annual L&D budget of €1000 to spend on anything you want to learn. You can take a great advantage to #grow professionally; 📚
• Saving for old age - yes, we provide you 5% of your monthly base salary;
• Traveling to our office? No problem, we got you covered; 🚆
• To work in a beautiful historic and fully renovated office in the heart of Utrecht 🏡 & with a flexible hybrid working policy of ( 2 days in the office);✨
• Since you can work from home, we will provide home office supplies;🖥️⌨️
• 26 vacation days + 2 reload days 🍭 based on 40 hours;
• We offer a 3-week-long workcation;🍹
• Having flexible working hours means starting your day between 8.00 - 10.00 am;🕰️
• We want you to feel good - please feel free to use our discounted OneFit subscription;👟🚴
• You have free & anonymous access to the OpenUp platform and psychologists ☮️This free service is also available to your family members;
• Are you going to become a parent? We think it is important that you spend time with your newborn. Enjoy 5 weeks of 100% paid partner leave; 👶
• Channaweekend (yes, in 2025 we go for a long weekend with all our colleagues from all over the world 💜🔥);
• Additional working conditions like great freshly cooked lunch, massages, Channagym (we've got our bouldering hall), in-office bar (Channabar), parties, sports teams, video games, and many more! 💕👌