1st Line Support Specialist - DACH

This is us:

Shiftbase is a fast-growing SaaS company that simplifies time tracking, workforce scheduling, and leave management for organizations that work with rosters. Our mission? To save time for companies so they can focus on what really matters: people and growth.

We operate throughout Europe, with over 8,500 clients, and that number is growing. Shiftbase consists of 75+ driven professionals, with a headquarters in Zoetermeer and a soon-opening office in Berlin. Working at Shiftbase means: pace, responsibility, freedom, and learning something new every day.

What are you going to do?

As a 1st Line Support Specialist at Shiftbase, you are the first point of contact for our customers. You help users with questions about our software, resolve technical issues, and ensure that every customer receives quick and friendly assistance. You combine technical insight with strong communication skills, thereby contributing to an excellent customer experience.

Our mission at Shiftbase is to help organizations organize their workforce scheduling, time tracking, and HR processes smarter. You play an important role in this by ensuring that our customers can work with confidence on our platform every day.

Your responsibilities

Tasks

• Answering customer questions via email, chat, and telephone.

• Supporting users in using the platform and explaining functionalities.

• Solving first-line technical issues.

• Escalating more complex issues to the 2nd line support team.

• Collecting feedback from customers and sharing it with internal teams.

Results

• High customer satisfaction due to fast and careful follow-up.

• Reducing recurring questions by identifying and reporting common problems.

• Accurate handover during escalations.

• A high 'first contact resolution' score (approximately 75%).

• Average response time within the agreed targets.