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Support Coordinator (B2B SaaS) - Job Opportunity at S4D

Amsterdam, Netherlands
Full-time
Mid-level
Posted: April 10, 2025
Hybrid
EUR 45,000 - 65,000 annually based on Amsterdam market rates for mid-level B2B SaaS support leadership roles

Benefits

Competitive hybrid work arrangement with focus on work-life balance
Premium technology package including Apple MacBook
Comprehensive pension scheme aligned with Dutch market standards
Above-market PTO with 25 paid holidays plus birthday leave
Wellness-focused benefits including in-office gym and healthy lunch provision
Professional development through free language classes
International exposure through multi-office collaboration
Flexible public holiday policy supporting diverse workforce

Key Responsibilities

Lead and develop a team of Support Heroes handling critical customer service operations during peak business hours
Drive continuous improvement of support processes and service level metrics
Implement preventive measures and training programs to reduce support ticket volume
Manage enterprise client relationships with major QSR brands including Pizza Hut and New York Pizza
Collaborate with C-level executives to shape support strategy and customer satisfaction initiatives
Develop and optimize support documentation and training materials for franchisees

Requirements

Education

Bachelor's or Master's degree preferred

Experience

Minimum 2 years in client or partner support roles

Required Skills

Strong written and verbal communication skills in English Strong written and verbal communication skills in Dutch Get-things-done mentality Team leadership and management capabilities Analytical skills for performance metrics evaluation Detail-oriented approach Process improvement expertise
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Sauge AI Market Intelligence

Industry Trends

The QSR technology sector is experiencing rapid digital transformation, with omnichannel solutions becoming critical for restaurant operations success. SaaS platforms in the food service industry are seeing increased adoption rates of 25-30% annually, particularly in enterprise QSR segments. Support roles in B2B SaaS are evolving from traditional helpdesk functions to strategic partnership positions, requiring deeper business acumen and solution expertise. This shift is particularly pronounced in the food service technology sector. Multi-language support capabilities are becoming increasingly valuable as QSR brands expand internationally, creating premium demand for support leaders with diverse language skills.

Role Significance

Leading a team of 5-10 Support Heroes based on typical QSR support operation structures
Mid-level management position with direct impact on customer satisfaction and retention for enterprise accounts

Key Projects

Implementation of support efficiency metrics and performance tracking systems Development of scalable support documentation and training programs Creation of proactive support strategies to reduce ticket volume and improve customer satisfaction

Success Factors

Strong ability to balance operational excellence with strategic improvement initiatives Excellence in managing both student workers and enterprise client relationships Proven track record in process optimization and team development Deep understanding of SaaS support best practices and QSR industry dynamics

Market Demand

High demand with growing trajectory as QSR digitalization accelerates and enterprise SaaS platforms expand their market presence

Important Skills

Critical Skills

Team leadership and development expertise for managing part-time student workforce Process optimization and documentation skills for scaling support operations Multi-language proficiency for international client communication Analytical capabilities for performance tracking and improvement

Beneficial Skills

Experience in QSR or hospitality industry operations Additional language skills beyond Dutch and English Previous experience with support tool implementation and optimization Change management experience in fast-growing organizations

Unique Aspects

Direct interaction with C-level executives in strategic planning
Opportunity to shape support operations in a high-growth environment
Balance of technical and business leadership responsibilities

Career Growth

2-3 years in role before advancement opportunity, based on company growth trajectory and industry standards

Potential Next Roles

Head of Customer Success Director of Operations Customer Experience Manager Regional Support Manager

Company Overview

S4D

Fast-growing SaaS provider recognized in Deloitte Technology Fast 50 and Saas100, indicating strong market performance and growth potential

Leading position in QSR technology sector with established enterprise clients and proven market success
Strong presence in the Netherlands with international expansion potential through existing enterprise clients
Dynamic, growth-oriented environment with emphasis on ownership and team collaboration, typical of successful scale-up organizations
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