Key Skills

Job Description

Our customers keep Legionella out of the buildings where people live and work. When our software doesn’t do what they expect, they reach out to us. They don’t want a script. They want someone who understands the system. Our support is changing too. AI handles the first line. A call bot picks up the phone. WhatsApp runs next to it. What’s left needs someone who thinks, not someone who reads answers off a screen. That’s where you come in. About BriqSafe Buildings should be safe. Not confusing, not stressful, not dependent on guesswork. For over 10 years, LegionellaDossier has helped water hygiene teams across the UK, Ireland, the Netherlands and Belgium keep buildings compliant. More than 19,000 people use our software every day, across more than 100,000 buildings. Now we’re building BriqSafe: one AI-driven platform for water, fire, asbestos and more. We’re 35+ colleagues in 5 countries, with our home base in Amsterdam. What You’ll Achieve In your first 3 months, you know LegionellaDossier inside out and handle most customer questions on your own In your first 6 months, you work fully independently, understand every support process and run automated cycles for the questions that keep coming back In your first 12 months, fewer customers need to ask, and you help them make the move to BriqSafe What You’ll Do Your mission: every customer gets a fast, clear answer, and fewer of them need to ask. Help customers by phone and WhatsApp, mainly in Dutch and English Work with our AI tools and call bot, built on ElevenLabs, and keep improving what they answer Log bugs in Jira and work closely with Development until they’re solved Improve our support processes and automate the repetitive parts Share what you hear with Product and Sales. You’re our eyes and ears in the market. Support customers on LegionellaDossier today, and on BriqSafe once they migrate Your Team You report to our COO and join our Customer Support team in Amsterdam. You work daily with Development on bugs and with Customer Success and Sales on what customers need. Most of our customers are in the Netherlands, with a growing group in other countries. What You Bring You don’t wait for the next ticket. You look for the pattern behind it. Native-level Dutch and fluent English A technical background. Our system is complex, and you enjoy figuring out how it works. Hands-on experience with AI tools, and the curiosity to keep finding new uses for them A proactive mindset. You fix the cause, not only the symptom. Clear, calm communication, also when a customer is under pressure Nice to have Spanish Experience supporting a B2B software product If you’d rather work through a queue without asking why, this probably isn’t your role. If you like making things better for every next customer, we’d love to meet you. Don’t tick every box? Apply anyway. We hire for how you think and learn, not for a perfect match on paper. What We Offer A full-time role, based in Amsterdam A support team where AI does the repetitive work and you do the thinking Real influence on our processes and on the product itself

Core Responsibilities

Support customers by phone and WhatsApp in Dutch and English, troubleshoot issues with LegionellaDossier and BriqSafe, and coordinate bug resolution with Development. Improve AI-assisted support, automate recurring questions, refine support processes, and share customer insights with Product and Sales.

Requirements

The role requires native-level Dutch, fluent English, a technical background, hands-on experience with AI tools, and a proactive approach to solving underlying problems. Clear, calm communication is essential; Spanish and experience supporting B2B software are nice to have.