Support Coordinator

About the company

As product compliance and ESG regulations continue to expand worldwide, and consumers increasingly demand sustainable, eco-friendly products, companies struggle to collect, validate, and report supply chain data to meet due diligence and compliance obligations – particularly when sourcing materials and commodities from around the world. 
 
 Source Intelligence is the culmination of five trailblazers in ESG and compliance solution development who combined their expertise and technology to deliver the most comprehensive solution on the market. We empower our clients to identify and eliminate environmental hazards and human rights abuses in their supply chains through unmatched innovation, reliability, and expertise. Our industry-leading solutions – from SaaS software to fully managed services – are designed to meet each client’s unique needs and evolve alongside them throughout their compliance journey.  
 
 By partnering with Source Intelligence, companies gain deeper insight into their supply chain, enabling them to make better sourcing, design, and packaging decisions for the benefit of people and the planet. 

About the Role

As Support Coordinator, you are responsible for coordinating the daily support operations for the ChainPoint platform. You ensure that customer issues are handled efficiently, service levels are maintained, and communication remains clear throughout the support process.
You act as the central coordination point between customers, consultants, developers, and other internal stakeholders. Besides coordinating operational support, you actively identify opportunities to improve processes, documentation, and customer satisfaction.
This role combines operational coordination with continuous service improvement and provides an excellent opportunity for someone who enjoys both customer interaction and process optimization.

Key Responsibilities

Operational Coordination

• Coordinate daily support activities and balance workload and priorities.
• Act as the first escalation point for complex or high-priority support cases.
• Monitor incidents, service requests, and changes to ensure agreed service levels (SLAs) are achieved.
• Coordinate with consultants, and product owner to resolve customer issues.
• Ensure support activities follow ITIL best practices for Incident, Problem, and Change Management.

Customer Service

• Keep customers informed about the progress and resolution of their support requests.
• Ensure timely, professional, and customer-focused communication.
• Build strong relationships with internal and external stakeholders.
• Coordinate escalations when required.

Service Improvement

• Analyze recurring incidents and identify structural improvements.
• Drive continuous improvement initiatives within the support process.
• Maintain and improve knowledge articles, support documentation, FAQs, and internal procedures.
• Promote knowledge sharing within the team.

Reporting & Governance

• Monitor support performance using SLAs and KPIs.
• Prepare regular reports on service performance and improvement initiatives.
• Identify risks and bottlenecks and proactively recommend solutions.
• Contribute to planning and prioritization of support activities.

What You'll Bring
Experience

• Bachelor's degree or equivalent working and thinking level, preferably in Information Technology or a related field.
• 3–5 years of experience in an IT support or application support environment.
• Experience coordinating support activities or acting as a senior support professional.
• Experience working with ITIL-based service management.
• Experience with ticketing systems such as Topdesk, Zendesk, Jira Service Management or similar.

Skills

• Strong organizational and planning skills.
• Excellent analytical and problem-solving abilities.
• Customer-focused with a strong service mindset.
• Excellent communication skills in both Dutch and English.
• Able to prioritize effectively in a dynamic environment.
• Comfortable coordinating multiple stakeholders simultaneously.
• Proactive, structured, and improvement oriented.

What We Offer

• A collaborative and international working environment.
• The opportunity to make a direct impact on customer satisfaction.
• Room for personal growth and professional development.
• Flexible working arrangements.
• Competitive salary and benefits.
• The opportunity to help shape and improve our support organization.