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Support Coordinator (B2B SaaS) - Job Opportunity at S4D

Amsterdam, Netherlands
Full-time
Mid-level
Posted: April 9, 2025
Hybrid
EUR 45,000 - 60,000 annually based on Amsterdam market rates for mid-level B2B SaaS support leadership roles

Benefits

Hybrid work arrangement with flexible schedule - above market standard for tech companies
Premium technology package including Apple MacBook - industry standard for tech roles
Comprehensive 25 days PTO plus birthday leave - exceeds Dutch market average
Flexible public holiday policy - attractive for international workforce
On-site wellness benefits including gym and healthy lunch - demonstrates investment in employee wellbeing
Professional development through language classes - supports international career growth
Pension scheme aligned with Dutch market standards
Team building through annual offsite events - indicates strong culture investment

Key Responsibilities

Strategic leadership of support operations during peak business hours ("Hungry Hours") with direct impact on revenue generation
Development and implementation of support process optimization initiatives to enhance customer satisfaction metrics
Team management and mentorship of Support Heroes, directly influencing service quality and team performance
Cross-functional collaboration with Head of Operations and COO to align support strategies with business objectives
Process improvement and preventive action implementation to reduce support ticket volume
Direct handling of enterprise client support needs during business hours
Development and delivery of training programs for franchisees and store employees

Requirements

Education

Bachelor's or Master's degree preferred but not required

Experience

2+ years in client or partner support

Required Skills

Strong written and verbal communication skills in English and Dutch Get-things-done mentality Team leadership and management capabilities Metrics-based performance analysis Process improvement expertise Attention to detail Additional languages are beneficial
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Sauge AI Market Intelligence

Industry Trends

The QSR (Quick Service Restaurant) tech sector is experiencing rapid digital transformation, with omnichannel solutions becoming critical for operational efficiency. This role sits at the intersection of this transformation, supporting platforms that are becoming essential infrastructure for restaurant chains. B2B SaaS support roles are evolving from traditional helpdesk functions to strategic partnership positions, requiring deeper business acumen and technical expertise. This trend is particularly evident in the food service technology sector. The Netherlands is emerging as a significant hub for food-tech and SaaS companies, creating increased demand for multilingual support leadership roles.

Role Significance

Leading a team of part-time Support Heroes, typically 8-12 team members based on similar QSR support operations
Mid-level leadership position with direct impact on customer satisfaction and operational efficiency. The role combines tactical support management with strategic process improvement.

Key Projects

Support process optimization and automation initiatives Customer training program development and implementation Service level agreement (SLA) improvement strategies Team performance monitoring and enhancement systems

Success Factors

Ability to balance operational management with strategic improvement initiatives Strong cultural awareness and communication skills for international client base Experience in implementing scalable support processes Data-driven decision making capabilities Leadership skills with focus on team development

Market Demand

High demand with growing trajectory as restaurant chains accelerate digital transformation initiatives and require sophisticated support infrastructure

Important Skills

Critical Skills

Multilingual communication skills - essential for international client base and team management Process optimization capabilities - crucial for scaling support operations Leadership and mentoring abilities - fundamental for team development and performance Technical aptitude - necessary for understanding and troubleshooting SaaS platform

Beneficial Skills

Additional language skills beyond Dutch and English Experience in hospitality industry Previous team management experience SaaS support process improvement background

Unique Aspects

Opportunity to work with major global QSR brands during critical digital transformation period
Role combines tactical support management with strategic business impact
Strong focus on process improvement and team development
International work environment with major brands exposure

Career Growth

2-3 years in role before advancement opportunity, accelerated by company's rapid growth trajectory

Potential Next Roles

Head of Customer Success Operations Director Customer Experience Manager Regional Support Manager

Company Overview

S4D

Fast-growing SaaS provider in the restaurant technology sector, recognized in Deloitte Technology Fast 50 and Saas100

Emerging leader in QSR technology solutions with strong growth trajectory
Netherlands-based with international operations serving major global QSR brands
Dynamic startup environment with flat hierarchy and focus on innovation and ownership
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