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 Netherlands in 2025 and are now expanding.

As our first dedicatedCustomer Experience owner for the Netherlands, you will build thefoundation for how Dutch customers experience HERO. You will combinehands-on onboarding and 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 anentrepreneurial role with broad ownership and the opportunity to shape HERO’sfuture Customer Experience organization in the Netherlands. 

Your Mission

• Being theprimary point 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
• Onboarding new Dutch customers and helping themreach value with HERO quickly
• Managing complex cases that require personal attention,clear communication and coordination with other teams
• Using customer insights and operational data toidentify friction points and prioritize improvements 
• Working closely with the central Customer Experience team to ensure thathelp content,chatbot flows,onboarding materials andsupport processes work well for the Dutch market
• Helping establish effective customer experience processes as HERO grows in the Netherlands

Your Superpowers

• Based in the Netherlands and able to regularly visit our operations location,De Koepel inHaarlem
• Fluent in Dutch and English, both spoken and written
• Experience incustomer support,customer success,onboarding or another customer-facing SaaS role
• Strong troubleshooting skills and the ability totake ownership of customer questions from start to resolution
• Able to translate recurring customer issues into standardized, automated or self-service solutions 
• Proactive andhands-on, with the flexibility to operate in a growing market where not every process is established yet
• Empathy,clarity andcredibility when working with trade and small-business customers
• Experience withAI support tools,chatbot systems,help-center platforms orautomation tools is a plus, but not a requirement - affinity with thetrade marketormarket-entry projects is also a plus

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 conversations to support you in reaching your career goals
• The opportunity to become HERO’sfirst dedicated Customer Experience owner in 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 parties as well as regularteam events
• Annual co-workationswith the HERO team elsewhere in the EU
• An open, collaborative, andinternational team environment

🐛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 onInstagram and 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-binary andtrans* people to apply for this position. Applicants with severe disabilities will be given preference where qualifications are equal.

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

We look forward to receiving your application!

Salary Range: 50.000 - 70.000 Euro/year