Founding Customer Experience Manager - Netherlands

Your career oportunity (from 01.12.2026)

AtHERO Software, we build the software that trade businesses run on. We help professionals be as strong in their business as they are in their craft. As part of our growth strategy we launched inthe Netherlandsin 2025 and are now expanding.

As our first dedicatedCustomer Experience ownerfor the Netherlands, you will build thefoundationfor how Dutch customers experience HERO. You will combinehands-on onboardingand support with developing the processes, workflows and self-service solutions needed as our customer base grows.

Working closely with our central German Customer Experience team, Product, Sales and Engineering, you will turn local customer insights intoscalable improvements. This is anentrepreneurialrole with broad ownership and the opportunity to shape HERO’sfuture Customer Experienceorganization in the Netherlands.

Your Mission

• Being theprimarypoint of contact for Dutch customers who need support with HERO
• Answering customer questions and resolving product, workflow and integration issues, including topics related toExact,SnelStart and2BA
• Onboardingnew Dutch customers and helping themreach valuewith HERO quickly
• Managing complex cases that require personal attention,clear communicationand coordination with other teams
• Using customer insights and operational data toidentify friction pointsand prioritize improvements
• Working closely with the central Customer Experience team to ensure thathelp content,chatbot flows,onboarding materialsandsupport processeswork well for the Dutch market
• Helping establish effective customer experience processes as HERO grows in the Netherlands

Requirements

Your Superpowers

• Based in the Netherlandsand able to regularly visit our operations location,De KoepelinHaarlem
• Fluent in Dutch and English, both spoken and written
• Experience incustomer support,customer success,onboardingor another customer-facing SaaS role
• Strongtroubleshooting skillsand the ability totake ownershipof customer questions from start to resolution
• Able to translate recurring customer issues into standardized, automated or self-service solutions
• Proactiveandhands-on, with the flexibility to operate in a growing market where not every process is established yet
• Empathy,clarityandcredibilitywhen working with trade and small-business customers
• Experience withAI support tools,chatbot systems,help-center platformsorautomation toolsis a plus, but not a requirement - affinity with thetrade marketormarket-entry projectsis also a plus

Benefits

Our Promise

🐦Flexibility & mobility

• Flexible working hoursand a remote-friendly setup

• 30 days of annual leave(including 24 and 31 December) plus additional days off (wedding, relocation, birth)

🚀Career & Development

• An annuallearning budget,currently 800 euros, for courses, books, or coaching
• Regularfeedback and development conversationsto support you in reaching your career goals
• The opportunity to become HERO’sfirst dedicated Customer Experience ownerin the Netherlands and build the local function from the ground up
• A steep learning curve and direct impact on how HERO scales in the Netherlands

🥳Teamspirit

• Sensationalsummer and Christmas partiesas well as regularteam events
• Annualco-workationswith the HERO team elsewhere in the EU
• An open, collaborative, andinternational teamenvironment

🐛Want to know more?Here you can find more information and impressions about us:

• Feel free to take a look at ourapplication processon our careers page
• Get an even better impression of us from the reviews on ourKununu profile
• @weare_herosoftware onInstagramand HERO Software onLinkedIn!

Your application

Do you see your skills, your abbilites and, of course, your personality reflected in this job ad? Perfect! Then send us your application including your salary expectations via the application button.

We expressly encourage women as well asnon-binaryandtrans* peopleto apply for this position. Applicants with severe disabilities will be given preference where qualifications are equal.

Your people of contact: Martine (Talent Attraction & Strategy), Rick & Martin (Team NL)

We look forward to receiving your application!

Salary Range: 50.000 - 70.000 Euro/year