Job Description

💻 Customer Care Officer L1 (Dutch speaker)
📍 This role is based in Utrecht, Netherlands
✦ AI-SaaS Product expertise | International team | Hybrid working policy

Build what's next with us

efficy Group is the European home for Tribe CRM, efficy CRM, and Apsis. For years, our brands have earned trust across European markets by building systems that are sovereign, compliant, and now AI-native. Today, we're bringing that story together under one roof, as your European partner for AI-powered CRM.

We help organisations navigate the agentic era of customer intelligence, automating smarter decisions, building stronger relationships, and growing sustainably over time. Over 330,000 users across 60+ countries rely on us to grow smarter, move faster, and build lasting business relationships.

We're looking for a Customer Care Officer to own the first line of support for our Tribe CRM customers in the Netherlands. You'll handle incoming questions by phone and ticket, resolve functional issues yourself where you can, and decide what gets escalated and to whom.

This is a role where product knowledge compounds: the better you know Tribe CRM, the more you solve on your own, and the more you influence how our support content and processes evolve. You'll report to the Head of Customer Care.

What's in it for you?

✓ Full ownership of first-line support for the Dutch Tribe CRM customer base
✓ Become a genuine product expert, with a direct line to Product and higher support levels
✓ European exposure: colleagues across multiple markets
✓ People experience programme & continuous learning

Key responsibilities

• First-line support act as the first point of contact for customers by phone and ticket, and resolve requests accurately and on time (you're always happy to jump on a call with a customer)

• Triage & escalation identify, prioritise and route tickets to the right support level or team, then verify closure

• Functional troubleshooting analyse and resolve functional issues in Tribe CRM

• Customer records log clear, concise notes after every interaction and flag recurring trends

• Knowledge base write and maintain standard replies, troubleshooting guides and internal articles

• Product & market awareness keep up with new functionalities and industry developments

Who you are

• Experience first hands-on experience in a customer-facing role, ideally in software or SaaS

• Problem solver you dig into an issue before passing it on, and you know when to stop and escalate

• Skills comfortable with Microsoft Office; ticketing systems, knowledge of CRM or marketing technology is an advantage

• Composure you stay structured and calm when volumes spike and several customers need you at once

• Language proficiency native level of Dutch

• Language proficiency full professional fluency in English

• Hybrid policy you can come to the Utrecht office three days a week

✦ Ready to succeed and make an impact with us? Apply today, we can't wait to meet you! Please submit your application in English.

efficy Group is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you, exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.

efficy Group does not accept unsolicited assistance from search firms for this employment opportunity. Please refrain from making phone calls or sending emails. All résumés submitted by search firms to any efficy Group employee without a valid written search agreement will be considered the sole property of efficy Group. No fees will be paid if a candidate is hired as a result of an unsolicited referral.