Customer Service Manager

Customer service manager
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Strong in problem-solving thinking? You like helping people out of need? Eager to use your expertise in IT support in a company in full growth?

Zeticon is a young and dynamic company that builds software solutions for managing, storing and accessing digital information. Zeticon is currently developing a software platform on which three applications have been realised today:

  • MediaHaven: platform dedicated to archiving, managing, preserving and accessing media (video, photo, audio).
  • DigiHaven: platform dedicated to archiving, managing, preserving and accessing files and documents.
  • Digital signature platform: the evolution towards remote and hybrid working creates a growing need for digitally signed documents that can be legally equivalent to a wet signature. Zeticon builds a signature platform where signed contracts are stored on the platform for a long time and securely.

And because it's all just a little more impressive in numbers, in 2021 more than 1,834,829 objects were loaded into our platform with a total file size of 3449 Terabytes (TB)!

We are looking for an experienced Customer Service Manager to provide excellent customer service and spread this service throughout the organisation. The goal is to further build the service desk in an efficient, sustainable and profitable way, increase customer satisfaction, loyalty and retention and meet our customers' expectations.

Your responsibilities
  • Further develop the service desk and service team to improve customer service experience.
  • Taking own responsibility for customer issues and following them up until they are resolved.
  • Organise periodic service management meetings with key accounts.
  • Develop standard service procedures, policies and standards.
  • Set up dashboarding and standard reporting related to the service desk.
  • Proactively communicate and escalate incidents to all stakeholders.
Your profile
  • You have relevant work experience in providing customer support for a SaaS platform or enterprise software products.
  • You possess strong customer-facing and communication skills.
  • You are assertive while remaining polite and correct.
  • You have strong problem-solving skills within a complex environment.
  • You have a technical background or a good understanding of software product development.
  • You are stress-resistant and resilient.
  • You have a can-do mentality.
  • You enjoy working at an operational and tactical level.
  • You have an edge if you have ITIL experience.
What we offer
  • A job with a lot of autonomy and responsibility
  • A clear impact on Zeticon's product and future
  • Full-time contract
  • Free fruit and sandwiches every day when working in the office
  • Flexible working hours with the possibility of working from home
  • Excellent salary package


Contact us and apply today?

Applied for the job? What's next?

Of course, not every candidate and position are the same, but to give you an idea of our selection process, we have explained the standard steps in the following video: