Montr B.V. is a growing technology company based in The Hague , developing solutions such as Report X (digital inspections) and Montr Safety Solutions (IoT safety). We are looking for an individual to join our team and help us take our customer service to the next level through automation.

Your Responsibilities

Your mission will be to help customers get started and feel confident using our products while improving onboarding flows step by step. 

In this role, you will become the first dedicated person in the company responsible for customer success, having a real impact on shaping this area at Montr. Your priority will be professional, written customer service and resolving ongoing inquiries and technical issues within first- and second-line support.

Since the average number of inquiries is approximately 5 per day, your key project will be the implementation and refinement of artificial intelligence via the Intercom Fin bot. Your goal will be to reach a stage where 80% of all inquiries are processed automatically by AI. The work is based exclusively on written communication; we do not foresee any telephone or verbal support, allowing you to focus fully on the quality of the content created.

A vital part of your mission will be building and updating the knowledge base, help articles, and FAQ sections. You will also use translation tools to translate inquiries from Dutch to English and vice versa, creating a consistent, international information base for our users. You will work closely with the product, development, and sales teams.

Requirements

• Experience: Experience in a similar position, such as Customer Success or Support.

• Analytical Skills: High analytical skills to monitor product usage, spot where customers get stuck, and identify patterns in recurring questions.

• Fluent English.

• Tech-savviness: Curiosity about AI tools and automation, and comfort working with SaaS products.

• Organization: Ability to bring structure to processes and strong attention to detail.

• Mindset: A desire to learn by doing and a proactive approach to problem-solving.

What does our recruitment process look like?

We want to get to know each other well - both ways. We want you to not only present your skills but also to feel our vibe, meet your future colleagues, and understand the tasks you will face every day. This allows us to make a conscious and informed decision about your career together.

Step-by-step Schedule:

• Online Test (from Jan 23rd) – A short, 20-minute competency test. We respect your time, so you can complete it at any moment that is convenient for you.

• Recruiter Screening (from Jan 27th) – A quick 20-minute call to discuss basic details and your expectations.

• Recruitment Task (from Jan 29th) – A practical take-home challenge that best reflects the nature of the work in this position.

• Interview Panel (from Feb 2nd):

• Technical Interview: We will discuss your task and talk about specifics with your future closest collaborators.
  
  

• Meeting with the Founder: You will learn about the company’s vision directly from its founder.
  
  

• Client Interview: The final step, where you will meet the person you will be working with directly on projects.