Customer Support Hero

Do you want to join us on our mission to shape democracies for the digital age? Are you looking for an international and fast-paced, yet collaborative and inclusive environment to thrive in? You are a Belgian citizen looking for career experience through the IBO program? 

You have come to the right place.

Go Vocal, a global social impact scale-up with its HQ in Brussels, works to make public decision-making more participatory, inclusive, and responsive. The SaaS platform is already being used by 400+ local governments and organisations in over 18 countries, facilitating two-way communication between governments and their residents. Since it was founded in 2015, Go Vocal has given 750,000+ community members a direct voice in local politics, has earned recognition as the 'Best Social Impact Startup in Europe', and was featured in outlets such as The New York Times and Forbes.

Go Vocal is looking for purpose-driven talent to join us on our mission to enable millions of people in cities across the globe to shape the future of their communities.

Customer support hero at Go Vocal

We're looking for a Support Manager to join our team through the IBO (Individual Professional Training / Individuele Beroepsopleiding) program. This unique opportunity allows you to learn and grow in the role while being trained on the job for a period up to 6 months. You'll be able transition into a permanent position with us after successfully completing the training.

As our Customer Support Hero, your main goal is to work closely with our Product and Customer Success Team to help our clients get the best out of their engagement platform.

Your primary responsibilities will include:

• Client support and issue resolution: address technical questions from our 400+ international clients via chat, email, and phone promptly and effectively
• Knowledge management: maintain support resources and oversee and implement product updates to all support materials (articles, videos, slides, …)
• Support flow management: serve as the main link between support, product, and development teams to ensure efficient issue resolution
• Product awareness: stay on top of product releases and prepare and update all the support material accordingly

Requirements

What do we expect from you?

You thrive in a small, agile team with a strong bias for action. You are curious, open-minded, passionate about digital democracy, and ready to tackle technical challenges. You learn quickly and align with the following profile:

Essential:

• You believe in the power of inclusive democracy and citizen participation
• You have a basic understanding of data and enjoy learning from insights
• You're comfortable using everyday digital tools and eager to learn new ones
• You can communicate clearly in English and either French or Dutch
• You have the Belgian citizenship and can work in Central European Timezone
• You are currently subscribed as job seeker at VDAB

You'll thrive in this role if:

• You enjoy helping others and building positive relationships
• You're naturally curious and enjoy solving problems with others
• You're comfortable managing your own priorities while staying connected with the team
• You bring a collaborative spirit and care about doing good work
• You adapt well to change and can maintain calm under pressure

Nice to have:

• Experience in client support or similar roles
• Additional languages (Spanish, German, or others)

An eagerness to learn, talent, and enthusiasm are more important than ticking all the boxes. We want to hear from you if you don’t meet all the listed requirements but are motivated and excited about the role!

What can you expect from us?

• Unlock your full potential and create social impact at scale. We work with local government leaders worldwide to help them connect with their communities.
• Become a key factor in our rapid transition from a startup to a scaleup (50 employees) and our international expansion.
• Work full-time in a fast-paced, collaborative, and supportive environment. We share a participatory culture of autonomy and ownership by everyone, not only by leadership.
• Join our dynamic, international team. We are as serious about our work in digital democracy as we are about having fun on our journey together.
• Enjoy an informal work vibe with open communication and full transparency on results.
• Participate in our various hybrid (in-person/remote) team events, inspiring team lunches, our company book club, bi-quarterly strategic town halls, and yearly global team retreats.
• This role begins with a 6-month IBO (Individual Professional Training) contract, followed by a permanent position upon successful completion. During the IBO period, you'll receive on top of your current unemployment allowance a premium which is defined by the size of your current allowance, after which–upon hiring by GoVocal at 6 months– the full compensation package will include:
  • Salary range of 30,000 - 35,000 EUR gross annually
  • 26 days paid time off
  • Professional development budget of 1000 euro
  • Unlimited access to mental wellbeing support via OpenUp
  • Full flexibility on working from home
  • And much more!

Go Vocal is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds, genders, experiences, abilities, and perspectives to apply.