AI-Native Customer Support Representative

OperAI-First Customer Support RepresentativeAntwerp, Belgium (hybrid)EmployeeITAbout OperOper, a European Fintech company, is a leader in cloud-based digital mortgage software. We provide personalized journeys for borrowers and lenders. Oper's technology streamlines the mortgage application process, eliminates paperwork, and increases transparency.The fastest growing part of our business is Herman, our AI agent for mortgage origination. Herman reads documents, checks them, and works a credit file the way an analyst would, inside the regulated workflow of a real bank. It runs on sovereign EU infrastructure, because our clients cannot send mortgage data anywhere else. Phase by phase, it automates more of the origination process: first employed borrowers, then the self-employed, and onward. This is not a chatbot bolted onto old software. It is agentic software doing real work in a regulated environment.A passionate and engaging team of around 30 stellar Fintech operators works vigorously to transform European mortgages by enhancing efficiency and alleviating borrower anxiety. Backed by Bessemer Venture Partners and Motive Ventures, we have raised EUR 14 million, placing Oper at the forefront of revolutionizing mortgages in Europe. Oper currently has offices in Zürich, Switzerland, and Antwerp, Belgium.Now, we’re looking for an AI-Native Customer Support Representative to join our mission and help shape the future of automated mortgages in Europe and beyond.Your MissionAs a Customer Support Representative, your mission is to champion customer success through responsive, professional support. When customers have questions or run into problems, you'll be their go-to person for "solutions on demand": guiding them through the platform, investigating and resolving issues promptly, keeping their configuration accurate and up to date, and driving continuous improvement by sharing what you learn along the way.By combining a problem-solving mindset with strong communication skills, you’ll resolve issues, improve our support processes, and help our customers succeed with Oper. This is a role for someone who is AI-native and automation-first: you use modern AI tooling as a core part of how you work, and you instinctively look to automate repetitive support work rather than just handle it by hand. The goal is to resolve today's issue and make sure it never has to be handled manually again.TasksWhat you’ll doProvide world-class support via Zendesk, replying to customer questions, and explaining how to get the most out of the platform.Make an impact by understanding the context in which each customer operates and supporting them with the questions and problems they face.Investigate bugs and defects reported by customers using technical problem-solving skills, aligning with the product and engineering teams to get them resolved quickly while keeping customers informed.Automate as much as possible: treat manual, repetitive support work as a problem to engineer away. Continuously identify recurring tasks and issues, then build automations, macros, and workflow improvements so they stop landing in the queue.Monitor, document, and report on support activities, using what you learn to prioritise what to automate next.Continuously learn about Oper's products, newest features, and updates, and use that knowledge to support our users.Work AI-nativeWe expect you to use modern AI tooling as a real lever, not a curiosity.Use AI tools to draft and triage customer replies, summarize tickets, build macros, and speed up troubleshooting (or even automate support as a whole 🎯)Identify where AI compounds your work and where it does not, and design your workflow accordinglyHelp us push the bar on what an AI-native support function looks like at OperRequirementsWhat you’ll bringExperience in support: 2–4 years in a customer-facing support role, ideally in a SaaS, fintech, or B2B software context.Technical aptitude: a solid understanding of how software works,...