MidFull TimeEN
Let’s shape the future of finance - together
At Isabel, we believe that real innovation happens when people and ideas connect
That’s why we’re building more than technology, we’re building an ecosystem.
One where every voice counts, and where your work can truly make a difference.
We’re looking for curious minds and collaborative builders. People who believe success means growing together, learning from each other, and challenging the status quo.
If that sounds like you, keep reading.
What you’ll do
· Act as a point of escalation for complex or unresolved issues raised by first-line representatives.
· In urgent or exceptional cases, perform tasks of a Customer Service Representative, direct customer contact (calls, chat).
· Support, coach, and advise first-line colleagues to improve customer handling, resolution quality, and service consistency.
· Propose and implement improvements to knowledge base articles, procedures, and customer support processes.
· Take ownership of one or more specialist responsibilities (e.g., reporting, technical troubleshooting, general administration) and ensure accurate follow-up and accountability in these areas.
· Contribute to the analysis of recurring issues and customer feedback to identify root causes and propose structural improvements to enhance customer experience and internal efficiency.
· Propose, update, and implement improvements to knowledge base articles, procedures, and support workflows.
· Contributes actively to the continuous improvement of processes, tools, and knowledge resources, while ensuring compliance with regulatory frameworks and internal policies.
· Ensure compliance with financial regulations and internal risk frameworks by proactively identifying, assessing, and mitigating risks.
· Collaborate with cross-functional teams (e.g., Product, Risk, Business Operations) to ensure alignment and integration of support processes.
What makes you a great fit
You will act as a key escalation point for first-line agents, offering guidance, coaching, and expertise in specific areas (e.g., reporting, administration, technical support).
You’ll thrive in this role if you:
· Have 3 -5 years’ experience in customer or technical support.
· Strong analytical and problem-solving skills, with the ability to handle complex cases and escalate appropriately.
· Excellent communication skills, with the ability to coach and support colleagues effectively.
· Proficiency in CRM systems, ticketing platforms, and knowledge base tools (e.g., Salesforce, Zendesk, Jira). Ability to manage multiple tasks and priorities in a fast-paced environment.
· Proficiency in maintaining accurate records and documentation.
· Familiarity with ITIL principles or similar service management frameworks is a plus.
· Familiarity with customer support systems, CRM tools, and knowledge base platforms is an advantage.
· Trilingual proficiency preferred: Dutch or French as native language, with a good command of the other two (Dutch, French, English).
Key Competencies :
· Customer Centricity & Empathy: Understand customer needs and act with professionalism and care.
· Coaching & Collaboration: Support and uplift colleagues through knowledge sharing and teamwork.
· Problem-Solving & Initiative: Take ownership of issues and drive resolution with a proactive mindset.
· Process Thinking: Ability to identify inefficiencies and contribute to process optimization.
· Communication: Clear, structured, and effective communication across teams and channels.
· Accountability: Ownership of specialist domains and commitment to quality and compliance.
· Digital Fluency: Comfortable navigating digital tools and systems to support service delivery.
Why join us
At Isabel, we offer more than a job, we offer a place to grow, contribute, and thrive.
A human-sized Belgian company (250 people) where your ideas and impact matter
50% hybrid work, flexible hours, and autonomy to manage your time
Coaching, training, and tailored development paths for every career stage
A flat, collaborative structure with real ownership and cross-functional work
Competitive rewards: Flex Income Plan, annual bonus, insurance, meal vouchers
A strong engagement culture and inclusive mindset
Easy mobility options: our MOBI strategy supports flexible, low-footprint commuting, whether by bike, public transport, or electric car
Professional gatherings that encourage collaboration and networking, as well as fun and purposeful activities led by our BeFun team
A certified Top Employer with 30 years of tech leadership and ambition
Ready to join us?
Your voice, your vision, and your impact all have a place here.
Let’s shape smarter solutions and a stronger digital economy. Together.
