Customer Support Specialist - Remote Benelux

📍 Fully remote 🕓 4 days per week — each from 1 PM to 8 PM 📅 Working days: Mon-Fri-Sun or Mon-Thu-Fri-Sat 🗣️ Dutch + English 🚲 About Upway At Upway, we make e-bikes accessible to everyone. We buy, refurbish, and sell electric bicycles throughout Europe, giving thousands of bikes a second life. This makes sustainable mobility more affordable and easier. Since our launch in 2021, we have grown rapidly into an international scale-up active in 9 countries, supported by investors such as Sequoia, Exor, and Korelya Capital. To support our continued growth, we are looking for a Customer Support Specialist to help our customers in Belgium and the Netherlands with fast, clear, and human support. 🧭 Your role You are the voice and ears of Upway: you guide customers along their journey, answer their questions, and work together to find the best solution. In doing so, you think along not just with the customer, but also with our team: how can we make processes smarter, faster, and better? 🚀 What you will be doing: Assisting customers via email and chat – in a friendly and professional manner Analyzing and resolving problems and questions, collaborating with our logistics and operational teams when necessary Actively contributing to an excellent customer experience, during every single contact moment Administrative follow-up of orders and files Brainstorming improvements and automations in our internal operations Coordinating with suppliers and partners to strengthen our service delivery 🙋 Who we are looking for: We are not looking for "the perfect