Join the CultureSuite team

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CultureSuite works across the UK, US and Europe to make building and managing websites more sustainable for the arts and culture sector, using our SaaS offering Peppered.
This is what one of our customers says: "Before Peppered, our website had a number of restrictions – with content updates often needing agency support – and we couldn't properly showcase our artistic programme. Now our digital team has the creative freedom to craft engaging digital experiences. The platform's flexibility means we can respond quickly to opportunities, and it is incredibly exciting to be part of a community of venues all contributing to the platform's evolution."

About Us

Liesanne Rooks

Robert Hubbert

George Hill

Hiring Manager Growth / General Hiring Manager

David Johnstone

Stella van Mever

Coen van der Poll

Meet Our Team

Gallery

<html><head></head><body><h2><strong>About the Role&nbsp;</strong></h2>
<p>We are looking for a highly organized and customer-focused First Line Customer Support Agent to be the first point of contact for our users. In this role, you will play a crucial part in ensuring a smooth and efficient support process, directly contributing to user satisfaction. This includes leveraging automated tools to resolve common issues, implementing &amp; training an AI bot to improve its performance over time.</p>
<div><br>Including you, the team will consist of:</div>
<div><strong>1x Head of Customer Team</strong></div>
<div><strong>1x Lead Peppered Consultant</strong></div>
<div><strong>3x Peppered Consultants</strong></div>
<div><strong>2x Customer Success Managers</strong></div>
<div><strong>1x First Line Customer Support Agent</strong></div>
<h3><br><strong>Language proficiency</strong></h3>
<div>Dutch: C1-C2<br>English: C1-C2</div>
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<h3><strong>Responsibilities include:</strong></h3>
<ul>
<li>Serve as the first point of contact for all incoming technical support requests, handling inquiries through various channels including phone, &amp; email.</li>
<li>Assess and diagnose user problems by gathering essential information and clearly understanding their needs.</li>
<li>Categorise and prioritize support tickets based on the issue type and urgency to ensure a timely resolution.</li>
<li>Route tickets to the appropriate specialised teams for advanced support.</li>
<li>Provide initial troubleshooting steps and basic resolutions for common issues before escalating more complex problems.</li>
<li>Identify and report on recurring trends in user issues to help improve our support processes and overall efficiency.</li>
<li>Contribute to high levels of customer satisfaction by managing tickets efficiently and helping to reduce resolution times.<br><br></li>
</ul>
<h3><strong>This job is for you if:</strong></h3>
<ul>
<li>Communication Skills: Excellent verbal and written communication is essential to interact effectively with users.&nbsp;</li>
<li>Problem-Solving Skills: You need strong analytical skills to diagnose and resolve technical issues.&nbsp;</li>
<li>Patience and Organization: You need to be patient when dealing with users and organised to manage multiple incoming requests efficiently.&nbsp;</li>
<li>Culture: CultureSuite is a company that is active and specialised in one of the most beautiful sectors - culture (theatre, art, music, film, museums), so you come across the best organisations and meet the most inspiring people, who share the same thing from various backgrounds: love for culture and the value that the arts can have in a society</li>
</ul>
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<h3><strong>Bonus points if you have…</strong></h3>
<ul>
<li>An understanding or strong passion for the arts and culture industry.</li>
<li>Technical Knowledge: A foundational understanding of websites/CMS platforms</li>
<li>Customer Service Experience: Experience in a customer-facing role is beneficial.&nbsp;</li>
<li>Familiarity with (or not being afraid to learn) light coding including CSS-settings.</li>
<li>Previous experience in a similar role for a SaaS product.</li>
<li>Familiarity with leveraging AI/Automation tools (e.g., Zendesk Answer Bot, Intercom Fin, or proprietary chatbots) to enhance support efficiency.</li>
<li>A degree in a relevant field.</li>
<li>Fluency in additional languages&nbsp;</li>
<li>Working rights in multiple countries</li>
</ul>
<h3><strong>What’s in it for you?</strong></h3>
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<ul>
<li>Growth in this role could lead to other positions in Account Management, Product Expert/Implementation teams, Community /Sales.</li>
<li>Work in a fast-growing scale-up, with an exciting perspective and potential for further international growth.</li>
<li>A laptop at your disposal (which can be used for private use as well).</li>
<li>Pension Programme: A contributory pension scheme with a 50/50 company-employee contribution.</li>
<li>Work (mainly) remote in the UK / in the Netherlands we work hybrid.</li>
<li>Official parental leave: to help balance family and work life.</li>
<li>In addition, CultureSuite has an arrangement to flexibly schedule all public holidays as days off at other times</li>
<li>CultureSuite has offices in the UK and the Netherlands. For this vacancy, candidates are sought in both the Netherlands and the UK.</li>
<li>Further primary and secondary employment conditions are therefore subject to local guidelines and regulations (such as vacation days and coverage of certain expenses/benefits).</li>
</ul>
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<h3>&nbsp;</h3>
<h3><strong>Equal Opportunities</strong></h3>
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<div>We’re an equal opportunity employer and diversity is extremely important to us. We never discriminate on the basis of gender, age, race, religion, national origin, sexual orientation, marital status, or disability status.</div>
<div>We're committed to removing invisible barriers. We are happy to make any adjustments we can to better support you.</div>
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<h3><strong>Your Location</strong></h3>
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<div>We are a hybrid/remote team based in the Netherlands, UK and US. Candidates for this position must be legally authorised to work within the Netherlands or the UK without the need for CultureSuite’s sponsorship for an immigration-related employment benefit (i.e. work visa, work permit, etc.)</div>
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<div>We value face-to-face interactions to achieve our mission and bring out the best in each other, and so a willingness to travel is highly desirable.</div>
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<h3><br><strong>How to apply</strong></h3>
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<div>If this sounds like the next step you’ve been looking for in your career, please send us your CV and a cover letter telling us about your experience and what makes you right for the role (paying close attention to the responsibilities and language proficiency sections above).&nbsp;</div>
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CultureSuite

First Line Customer Support Agent (NL/UK)