Descriptif du poste
- Kitry is a fast-growing software and SaaS provider in the field of Occupational Health & Safety (OH&S), aligned with the international standard ISO 45001.
Kitry serves 100+ blue-chip clients in both the private and public sectors, representing 5,400+ users, mainly in healthcare, chemicals, financial services, manufacturing, and government.
The company grows every year at a +10% rate and provides an Oracle-based Environment, Health & Safety (EHS) software solution that helps organizations ensure employee well-being.
With offices in Belgium, France, and Luxembourg, Kitry employs 40 people and embraces a remote working culture that predates the COVID-19 pandemic.
Profile context
The recent growth of Kitry requires us to professionalize our operations and service support and to create a dedicated Support Officer role who will give shape to the future Kitry support organization.
This is an instrumental function in maintaining the high satisfaction of our customers for a profile who is not afraid to roll-up his/her sleeve not just playing the role of support officer but also giving shape to this function.
This role will report directly to our Chief Operating Officer.
What’s in it for you?
A strategic role with real ownership: structure the support function, design and implement processes, and help select the new support tool
Direct collaboration with the COO, offering strong visibility and fast learning
A key position in a growing SaaS company serving 100+ blue-chip clients
The opportunity to become the operational expert of our EHS platform
Clear growth potential as the support organization expands
A dynamic, entrepreneurial environment where your ideas truly matter
A flexible hybrid work culture based on trust
Indicative Terms
Compensation: To be determined (€ TBD)
Involvement: 5 days per week
Benefits: company car, energy card, laptop, mobile phone, hospital insurance, meal vouchers
Location
Main office: Nivelles, Belgium – homework policy in place
Key responsibilities
1. Build and implement the Support Framework – together with our Chief Operating Officer
Design and implement Kitry’s support processes (SLA management, workflows, escalation paths)
Select, configure, and operationalize the new support tool (ticketing & knowledge base)
Ensure the support function evolves into a structured, professional organization
2. Become the operational expert of the platform
Develop a deep understanding of the Kitry EHS application, its modules, and logic
Build strong working relationships with implementation leads, product owners, and development teams to accelerate collaboration
Manage the documentation
3. Analyze and classify customer tickets
Review all incoming customer tickets and classify them into:
Bugs
Non-replicable incidents
Improvement requests / product ideas
Contact the client to precise the ticket
Perform initial root-cause assessment when possible.
4. Support backlog prioritization & follow-through
Prioritize critical bugs and ensure product owners understand their business impact
Track progress of fixes and ensure deadlines and commitments are met
Guarantee SLAs are respected
5. Manage customer communication & transparency
Implement an automated communication flow (updates, statuses, acknowledgements)
Ensure customers receive clear, timely, professional updates on their tickets
Prepare structured reporting for internal and external stakeholders
6. Represent Kitry with key customers
Attend customer meetings when needed to explain ticket status, priorities, or constraints
Act as a trusted communicator for high-stake accounts and sensitive topics
Profil recherché
Profile
Hands-on and multi-tasking
Comfortable taking ownership of diverse tasks, switching between priorities, and learning by doing.
Structured and process-oriented
Able to design, implement, and improve support processes within an organization that is still being structured.
Analytical and solution-driven
Skilled at analyzing tickets, identifying trends, and clarifying root causes and priorities.
Strong communicator
Capable of translating technical topics into clear, understandable messages for both internal teams and customers.
Relationship builder
Naturally builds trust with implementation leads, product owners, developers, and key customers.
Autonomous and eager to learn
A self-starter who proactively learns the product, seeks information independently, and advances even without fully defined processes.
Customer-centric mindset
Empathetic, transparent, and committed to delivering an excellent customer experience.
Resilient and calm under pressure
Able to manage multiple priorities simultaneously and remain composed in sensitive or demanding situations.
Team player with leadership potential
Collaborates well with others and contributes to the gradual structuring and maturity of the support function.
Qualifications & Experience
Bachelor's or master's degree (or equivalent through experience)
2–5 years of experience in a customer support, application support, or service delivery role
Experience working in the software services or SaaS industry
Strong understanding of customer experience and service excellence principles
Proven ability to work with ticketing systems, support workflows, or ITIL-style processes
Experience collaborating with product owners, implementation teams, and/or development teams
Demonstrated ability to manage multiple priorities and organize work in a hands-on, structured way
Analytical skills to classify issues, understand root causes, and contribute to prioritization
Basic project management abilities (planning, coordination, follow-up)
Curious, eager to learn, and able to navigate environments where processes are still being built
Strong communication skills in French and at least working proficiency in Dutch. English is a plus.
Languages
French, and at least working proficiency in Dutch. English is a plus.
Apply
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