Customer Support Specialist

About Dockflow

We make logistics & supply chain people’s lives better by building the world’s first LogOps Platform
The SaaS application launched in 2021
Last year Dockflow tracked over $21B worth of cargo across 15,000 companies
Our customers are located all around the world and we’re constantly in a truly global setting
The HQ is in Antwerp, one of the world’s leading container ports
Our culture is driven by radical candor and enjoying the process of scaling a company

About the job

You’ll be the first point of contact for Dockflow users – handling chat, email, and phone support. You’ll own ticket management, answer billing questions, maintain data quality, and build out our knowledge base. This role reports to our Customer Success Manager and frees them up to focus on strategic customer relationships and expansion.

Your objectives

– Respond to customer inquiries within 2 hours and resolve 70%+ without escalation
– Manage support tickets in HubSpot and Jira – triage, track, and close
– Handle basic billing questions (Stripe)
– Maintain platform data quality
– Contribute knowledge base articles
– Route customer feedback through Productboard
– Support onboarding sessions alongside the CSM

About you

– Fluent in Dutch and English (written and spoken)
– Naturally curious – you want to understand why something isn’t working
– Calm under pressure, can juggle multiple conversations
– Takes ownership – you follow through until it’s actually solved
– Honest – you say “I don’t know” rather than guess
– Willing to learn technical concepts (APIs, data integrations) on the job
– Logistics, supply chain, or forwarding experience is a plus

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