About iov42
Founded in Austria in 2016, iov42 was born out of a bold vision: to unlock the potential of secure, transparent, and trustworthy data sharing across the world’s most complex industries.
Today, our team of experts spans 12 different nationalities and operates across Europe, bringing together a wealth of diverse perspectives and technical know-how to solve the unique challenges of our globalised economy.
About Interu:
We are passionate about the impact our product is making, especially in sectors like sustainable supply chain management and traceability. Our flagship application, Interu (interu.io), is enabling organisations to track forest risk commodities across their supply chains and meet sustainability targets and regulations. By doing so, we are helping combat deforestation and the illicit trade in commodity supplies. Designed for scalability, Interu supports an ever growing number of supply chains and organisations, with the flexibility to onboard other industries and products seamlessly.
Overview
We’re looking for a Customer Success Executive, reporting to the Head of Customer Success, who will ensure our users receive prompt, accurate and empathetic support when using Interu. You’ll act as the first point of contact for queries, providing guidance, troubleshooting issues, and coordinating responses with the Engineering and Product teams where required. Alongside this, you’ll create and maintain high-quality user resources, from Help Centre documentation to onboarding campaigns, and deliver training sessions to help customers and suppliers get the best from the platform.
We’re a small team located throughout Europe, however, this role will principally be located around our London team. When we’re looking for new team members, we’re not just looking for fantastic background experience; we are also looking for people that are mission-driven and that fit our ethos of being kind, curious and collaborative.
Key responsibilities
- User Support: ensure timely response and resolution of user queries by directly answering platform questions.
- Troubleshooting & Escalation: act as first responder for critical issues during UK business hours; escalate to Engineering and coordinate responses with users.
- Product Collaboration: capture, document and escalate product requests and feedback to the Product team, supporting roadmap development and continuous improvement.
- Performance: Monitor support performance metrics (e.g. response time, resolution rate, user satisfaction) and contribute to continuous improvement.
- Support Coverage Expansion: set up out-of-hours support provision (via an external partner) and eventually coordinate with them to ensure seamless global response.
- Documentation & Knowledge Base: create interactive documentation of each Interu feature and use case, publishing and maintaining content in the Help Centre.
- Product Updates & Communication: write and publish product update email campaigns aligned with new releases.
- Self-Serve & Automation: develop user self-service resources and automation (product tours, update posts, onboarding campaigns, AI chatbot…).
- Training: organise and conduct user training sessions (including supplier users) and, in time, deliver internal training to colleagues.
About you
- 2+ years’ Customer or Technical Support experience in the SaaS industry, with a proven track record of resolving technical queries and supporting users
- Excellent written and verbal communication skills, able to create high-quality interactive content for user enablement, English business fluency essential.
- Fluency in other languages is a plus, particularly Mandarin, Portuguese, German and Dutch
- Self-motivated, proactive and pragmatic, with a problem-solving mindset and the ability to remain calm under pressure
- Diligent, highly organised and attentive to detail, capable of managing multiple workstreams effectively
- Curious about the product, eager to test and trial features to gain complete mastery
- Strong pedagogy and patience when explaining concepts or delivering training, with empathy and a clear, customer-first attitude
- Collaborative team player, comfortable working cross-functionally with Engineering, Product and Customer Success
- Knowledge or experience of Intercom (or similar tools: CRM, support ticketing, or documentation platforms) would be a strong plus
- Passion for environmental, climate, or sustainability issues, and a genuine interest in supporting organisations working towards positive impact
Benefits
- Competitive salary
- 25 days paid leave plus paid public holidays
- Enhanced pension scheme
- Life and health insurance
- Opportunity to work remotely 3 days/week and 2 days/week from our London Wework office
- A mission-driven environment where your work has real impact
