Support Manager – Native French

Customs4trade

Support Manager at Customs4trade providing customer support for customs challenges using our CAS platform. Overseeing queries, collaboration with teams, and ensuring seamless operations during support hours.

Posted 5/13/2026full-timeMechelen • 🇧🇪 BelgiumMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Native-level French and 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

Benefits

Comp & perks

- **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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportticketing systemdata validationissue resolutionSLA managementdocumentation writinganalytical skillscustoms declarationerror message interpretationroot cause analysis

Soft Skills

communicationcollaborationproblem-solvingproactive approachcustomer advocacyattention to detailorganizational skillsadaptabilitycritical thinkingtime management