Customer Support Employee - Evening Shifts

Your role At JouwWeb (known internationally as Webador), we help small business owners worldwide build a professional website or webshop they are truly proud of. As an Evening Customer Support Employee, you make a direct impact on our mission. While the day team wraps up, you take the lead in ensuring continuous, high-quality support for our global user base—especially those active in different time zones. In this role, you work closely with our support team, and Country Managers. You answer incoming customer inquiries via Zendesk, identify recurring friction points, and turn those insights into improvements. By writing, refining, and localizing support content on our Knowledge Base and product copy, you help prevent future questions before they even happen. We operate in a data-driven, asynchronous environment with minimal meetings. This gives you high autonomy, deep focus, and the freedom to test new ideas and iterate based on real customer feedback and performance data. You will work on • Respond swiftly, clearly, and empathetically to customer inquiries via our Zendesk ticketing system during the evening shift (15:00 – 23:00). • Identifying improvement opportunities in our help content, onboarding, and overall customer journey • Maintaining and strengthening Webador's presence and reputation across various online review platforms like Trustpilot or Google Reviews. • Writing, editing, and localizing clear support articles on our Knowledge Base, microcopy, and customer emails • Collaborating with content, product, and development teams to resolve structural bugs and improve UX • Analyzing recurring customer feedback and ticket data to optimize support processes and self-service capabilities Our tech stack • Zendesk ( ticketing & help center ) • JouwWeb / Webador CMS & internal admin tools • Google Workspace & Slack ( asynchronous communication )