Customer Support Representative

About Oper

We are a leading European Fintech, aiming to digitize mortgage origination for lenders and ultimately providing the best experience for borrowers. One way in which we do this is by providing personalised journeys for borrowers and lenders, which eliminate paperwork, increase transparency, and alleviate borrower anxiety. We are currently collaborating with 16 leading financial institutions across 6 European countries. Our digital solutions result in a +27% increase in digital customer conversion, +81% faster mortgage decisions, and a 90% first-time-right. Our software integrates seamlessly with core banking, CRM and online banking systems, offering a compelling and comprehensive service to borrowers.

A passionate and engaging team of over 45 stellar FinTech operators works vigorously to transform European mortgages by enhancing efficiency. Backed by Bessemer Venture Partners and Motive Ventures, our SaaS platform has raised EUR 14 million, placing Oper at the forefront of revolutionizing mortgages in Europe. Oper currently has offices in Zürich (Switzerland), and Antwerp (Belgium).

Your mission as a Customer Support Representative

Your mission is to champion customer success through responsive support, meticulous configuration management, and proactive bug resolution. When customers have certain problems, they will come to you to get ‘solutions on demand’. You will guide customers, investigate and resolve issues promptly, and drive continuous improvement by offering valuable insights.

Tasks
- You will perform support activities (via mail and chat) by replying to customer questions, explaining them how to use the platform in the best possible way and by guiding them towards the help center where possible,
- You will make an impact by understanding the context where and how the customer operates and supporting them with questions and problems they might have
- You will maintain technical configuration and perform updates to configuration of our customers (e.g. interest rates of our customers change sometimes on a weekly basis, it will be your job to make sure things are up to date timely and accurately).
- You will investigate bugs/defects that are reported by customers using technical problem solving skills. You will align with the product and engineering teams to get them resolved in a timely fashion while keeping our customers up to date
- You will continuously look for ways to improve your work, to automate processes or to simply make our product better
- You will learn about Oper’s products, our newest features and updates and use this knowledge to support our user where needed

**Requirements**:

- Experience in support positions: 5-10 years in a related role, with a spotlight on providing support to customers in a SaaS context
- Technical expertise and knowledge: you have a great technical understanding of how software works, you know how to ‘debug’ problems that are raised by customers and have sufficient technical knowledge to execute more technical processes related to configuration management.
- Analytical Mind: A love for problem structuring and solution crafting, using your analytical skillset.
- Stellar Communication : Stellar communication and relationship-building skills both fluently in English and Dutch or French.
- Solution-oriented: you work independently and proactively come with solutions using a 1-3-1 method.
- Agile Attitude: An action-oriented mindset and a knack for 'getting things done.'

**Benefits**:
We are a young and fast-growing company with a strong ambition to change an old and slow-changing industry. To achieve this, we’re building a stellar team where people will be challenged and can learn and grow.

You will work with a high level of autonomy. On top of having the freedom to creatively make an impact, you’ll be surrounded by an open team that is motivated to support you along the way.

We like to laugh, play games & do sports together. In the Oper international team, you’ll be exposed to a close-knit diverse set of minds, you will have a chance to learn new things and share your knowledge, and meet amazing people and cultures.

There is a lot of room for career path development and a lot of opportunities to travel.

Our hybrid-remote setup with offices in Brussels and Zürich allows us to cater to every individual lifestyle by allowing some team members to work from our offices and others to work fully remote. You can also use a WeWork co-working space if your hometown has one.

Our financial offer will be based on the market standards for early employees in a young (Fin)Tech Company (Michael Page / Glassdoor benchmarked) and will include extralegal benefits based on the legal framework of your location.

Inclusive at our core