Job description
- Kitry is a fast-growing software editor and SaaS solutions provider in the field of Occupational Health and Safety (OHS), aligned with the international ISO 45001 standard.
Kitry supports over 100 leading clients from the private and public sectors, representing more than 5,400 users, primarily in the healthcare, chemical, financial services, manufacturing, and public sectors.
The company is experiencing annual growth of over 10% and offers an Oracle-based Environment, Health & Safety (EHS) software solution, enabling organizations to ensure the well-being of their employees.
With a presence in Belgium, France, and Luxembourg, Kitry employs 40 staff members and adopted a remote-work culture long before the COVID-19 pandemic.
Job Context
Kitry's recent growth requires the professionalization of its operations and customer support. In this context, we are creating a dedicated Support Officer position, responsible for structuring and shaping Kitry's support organization for the future.
This is a key role in maintaining a high level of customer satisfaction, intended for an operational profile ready to get hands-on, not only in daily support but also in building this function.
This position reports directly to the Chief Operating Officer (COO).
What this position offers you
• A strategic role with real responsibilities: structuring the support function, designing and implementing processes, and participating in the selection of the new support tool
• Direct collaboration with the COO, offering high visibility and rapid learning
• A key position within a growing SaaS company serving over 100 leading clients
• The opportunity to become the operational expert of the EHS platform
• Genuine career growth prospects as the support organization develops
• A dynamic and entrepreneurial environment where your ideas truly matter
• A hybrid and flexible work culture based on trust
Indicative Terms
• Remuneration: To be determined (€ TBD)
• Commitment: 5 days per week
• Benefits: Company car, energy card, laptop, mobile phone, hospitalization insurance, meal vouchers
Location
• Main office: Nivelles, Belgium – remote work policy in place
Main Responsibilities
1. Build and implement the Support framework – in collaboration with the COO
• Design and implement Kitry's support processes (SLA management, workflows, escalations)
• Select, configure, and operationalize the new support tool (ticketing and knowledge base)
• Structure support into a professional and sustainable organization
2. Become the platform's operational expert
• Acquire in-depth knowledge of Kitry's EHS application, its modules, and its logic
• Collaborate closely with implementation managers, product owners, and development teams
• Manage and maintain documentation
3. Analyze and qualify customer tickets
• Review all incoming tickets and classify them as:
– Bugs
– Non-reproducible incidents
– Improvement requests / product ideas
• Contact customers to clarify tickets
• Perform an initial root cause analysis whenever possible
4. Backlog prioritization and follow-up
• Prioritize critical bugs and explain the business impact to product owners
• Track the progress of fixes and ensure deadlines and commitments are met
• Guarantee compliance with SLAs
5. Customer communication and transparency
• Set up automated communication flows (status updates, acknowledgments)
• Ensure clear, professional, and timely communication with customers
• Prepare structured reports for internal and external stakeholders
6. Represent Kitry to key customers
• Participate in customer meetings when necessary to explain ticket status, priorities, or constraints
• Act as a trusted point of contact for strategic accounts and sensitive matters
Desired profile
Hands-on and versatile
Comfortable taking ownership of diverse tasks, switching priorities, and learning by doing.
Structured and process-oriented
Able to design, implement, and continuously improve support processes within an organization that is still being structured.
Analytical and solution-driven
Comfortable analyzing tickets, identifying trends, and clarifying root causes and priorities.
Excellent communicator
Able to translate technical topics into clear, understandable messages for both internal teams and customers.
Relationship builder
Naturally builds trust-based relationships with implementation leads, product owners, developers, and key customers.
Autonomous and eager to learn
Proactive profile who learns the product independently, actively seeks information, and moves forward even when processes are not yet fully defined.
Customer-oriented
Empathetic, transparent, and committed to delivering a high-quality 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 effectively with others and progressively contributes to the structuring and maturity of the support function.
Qualifications & Experience
Bachelor’s or Master’s degree (or equivalent through experience)
2 to 5 years of experience in customer support, application support, or service delivery
Experience in the software services or SaaS sector
Strong understanding of customer experience and service excellence principles
Proven ability to work with ticketing tools, support workflows, or ITIL-type processes
Experience collaborating with product owners, implementation teams, and/or development teams
Demonstrated ability to manage multiple priorities and organize work in a structured, operational way
Analytical skills to classify incidents, identify root causes, and contribute to prioritization
Basic project management knowledge (planning, coordination, follow-up)
Curiosity, willingness to learn, and comfort working in environments where processes are still being built
Excellent communication skills in French and at least a good professional working knowledge of Dutch. English is an asset.
Languages
French, with at least a good professional working knowledge of Dutch
English is an asset
Apply
Send your CV and cover letter to: recruitment@kitrygroup.com