Customer Success Specialist

About Mbrella

At Mbrella, we believe mobility needs reinvention. The time of having a company car 100% of the time is over. Our mission is to become the Mobility Hub for companies and bring those flexible, green mobility solutions to employers and their employees.

Mbrella is a well funded startup with rapid growth and an amazing team of A-players. We’re backed by Lab-Box, the investment fund of D’Ieteren that aims to improve the mobility of people and goods in a scalable & sizable way.

A key component of our strategy is to provide world-class support to our customers. We care about them and are dedicated to providing the best possible experience!

To help execute our mission, we’re looking for a Customer Success Specialist to provide exceptional support to our customers.

Mbrella Values

• 
  ️ Sustainability: We believe in a greener flexible mobility
• Empathy: We listen to, seek and give candid feedback. From our clients, but also from our colleagues
• ‍✈️ Ownership: We lead and win our battles by being responsible of our actions

‍ The Team

At Mbrella you will work with a passionate and committed team filled with highly qualified individuals. We are gender-balanced, language-balanced (NL-FR-EN) and we come from different horizons: start-ups, EY, The House of Marketing, DPG Media,... We try hard to disrupt internally the traditional ways of working: we empower people to be full owner of their job, we value async and written communication, we limit the number of meetings and we allow you to work from where you want.

About the role

As a Customer Success Specialist, you’ll ensure clients have a positive experience when using Mbrella. You’ll provide a seamless onboarding experience for new customers while streamlining processes and maintaining a successful low-touch customer success model.

You’ll assist in developing a communication strategy and creating relevant content for our knowledge center, blog and other communication channels.

You’ll be given the space to work autonomously while being able to rely on the team’s support in developing your skills.

Your main responsibilities

• You are in charge of offering the best onboarding experience for new users. This includes giving product training, onboarding sessions, and developing onboarding communication
• You are the customer advocate in charge of our support channels. There are a variety of requests that may come your way: from a password being lost to questions about the mobility budget, you’ll handle them all. With the help from our team of course!
• You are responsible for learning the product inside and out and communicating with customers in a user-friendly way
• You are the guardian of our knowledge center responsible for creating how-to’s and white papers with value-driven content
• You design creative and interesting content that connects with our targeted audience and is used across our communication channels (social media, website, help center, etc.)
• Together with the Partner Development Manager, you work on the constant improvement of the customer success processes

Mindset

• An entrepreneur mentality is a must-have to work in a start-up environment
• You are customer-obsessed. Empathy is your middle name
• You get energy out of contacting clients and solving their daily struggles, but also you are the type of person to go the extra mile to satisfy people
• High proactivity and independence. You’ll be in charge
• Tech-savvy is not just a fancy word, it’s part of who you are
• Comfortable in a fast-moving environment. You’re not afraid to go beyond your job description

Skills

• Fluent in English, Dutch and French is a must
• Entry-level or max 3-year experience in a similar role
• Excellent communication skills, both written and verbal
• Strong creative writing and storytelling skills
• Strong problem-solving skills
• Punctual, critical thinking, and able to manage your time well
• You must bring a can-do, customer-focused attitude to get the job done.

Note: Our clients are mostly Dutch & French-speaking, so if you are not fluent in one of those languages, unfortunately, we cannot take your application into account.

Our Perks & Benefits

• A unique chance to shape the future of mobility!
• Work in a fast-moving environment where you can learn a lot.
• Ability to build and grow with the company from scratch.
• Mbrella is part of Lab Box, the leading start-up studio for mobility. You’ll work with a winning team with a lot of experience.
• Flexible working hours and a great location in the vibrant neighborhood of Flagey. You organize your work yourself, so you can work (partly) remote
• A competitive salary package that is optimized to your individual needs, with great incentives (stock-options)
• And, of course, an attractive Mobility Budget!

Not sure you match the profile?

The perfect candidate does not exist. We are looking for a 51-49 ratio: 51% emotional job performance - 49% technical job performance. You should not care about your background if you want to be part of shaping the future of mobility and if you believe you are a perfect fit for the job. So come as you are!