Support Manager - Customer Service (Remote)

At Customs4trade, we're on a mission to make customs simple. Our platform CAS gives businesses real-time visibility and control over their customs processes — and you'll be the expert who helps them get the most out of it. As a Support Manager, you'll play a central role in our customers' success. You're the person who keeps things moving when it matters most: solving complex customs challenges, building trust with clients, and making sure nothing slips through the cracks. This is an individual contributor role within our Customer Support team, reporting to the Head of Customer Support. You'll work alongside colleagues across multiple languages on a shift pattern that covers our 07:00–19:00 CET support window and you'll work on standby during the weekends. If you enjoy varied work, take pride in helping customers get unstuck, and have a knack for turning complexity into clarity, this role is for you. What you'll be doing Own incoming customer queries through Jira Service Management and our customer support phone line. Triage, investigate, resolve, and keep SLAs on track. Monitor the customs declaration process in CAS from start to resolution. Fix errors, work through follow-up tasks, and act on alerts before they block the customer. Investigate declaration issues in CAS by interpreting error messages, validating data, and identifying root causes. Resolve directly where possible, including taking actions in CAS or on customer-facing customs platforms when appropriate, or escalate to Product Support or 3rd Line with a clear reproduction path. Advise customers on the right course of action and step in proactively to safeguard business continuity. Collaborate with Product, Engineering, and Sales. Log clean bug reports in Jira, advocate for impactful fixes, and feed customer input into the roadmap. Contribute to our Confluence knowledge base by recording resolved issues clearly so they can be referenced and reused the next time they come up. What you bring Must have Strong written and verbal English Experience in a customer-facing support role, ideally B2B SaaS, ERP, or another technical product A working background in customs, freight forwarding, or international logistics Hands-on experience with a ticketing system (Jira Service Management or similar), with knowledge of how to triage, prioritise by impact, and manage SLAs Comfort writing structured documentation in Confluence or an equivalent knowledge base Comfort working within a defined escalation process and a multi-tier support model Analytical mindset; you can read a log, trace a data flow, and form a hypothesis Availability to work within our 07:00–19:00 CET support window on a rotating shift schedule Nice to Have Familiarity with EU customs systems (NCTS, AES, ICS2, national declaration platforms) or AEO processes Familiarity with executing customs actions on third-party platforms (e.g. TRACES, MCP, national customs portals) Experience with SQL or basic data querying for investigating customer data issues Exposure to API troubleshooting (reading request/response logs, understanding HTTP status codes, working with Postman) Previous work in a scale-up or fast-moving SaaS environment where processes are still being built High-Impact Work in a Growth Environment: Be part of a fast-scaling company where your expertise contributes directly to business success, innovation, and customer value. A Globally-Minded Team: Work together with talented professionals from diverse backgrounds and seniority levels, bringing a wide range of perspectives to drive better outcomes and make amazing things happen. A Culture of Ownership and Performance: Join a company that values initiative, clear communication, and results—within an open, supportive, and informal working culture. Work–Life Integration That Supports Productivity: We believe high performance and wellbeing go hand in hand. Our approach to work–life balance helps you stay focused, healthy, and engaged. Flexible Working to Drive Efficiency: Benefit from a hybrid working model that enables part-time remote work—designed to support both individual flexibility and team collaboration. Support for Smart, Sustainable Travel: Access a mobility budget that reimburses hybrid or fully electric vehicle use, aligning with both personal and environmental responsibility. A Strategically Located Workplace: Work from a modern, well-connected office near Mechelen train station—facilitating smooth commutes and seamless collaboration. About the organisation At Customs4trade (C4T), we are redefining the way businesses manage global trade. Our unique team of customs and trade experts, paired with top-tier technology engineers, has created CAS—an innovative SaaS solution that streamlines and automates end-to-end customs and trade operations. CAS empowers businesses to optimise supply chain efficiency, accelerate time to market, unlock duty savings, and gain real-time strategic insights into their global trade activities. From import/export processes and special procedures to excise management, CAS enables smarter, faster, and more cost-effective trade. Additionally, our automated solutions ensure compliance. As we continue to grow rapidly, we’re always looking for passionate, forward-thinking talent to join us. Together, with great people, bold ideas, and pioneering technology, we’re shaping the future of global trade.