🌐 About Us

At Nextlane, we don’t just develop software solutions – we create the future of the automotive industry.

We are a company that combines advanced technology with a clear vision: simplifying and digitizing every step of the automotive customer journey, empowering manufacturers and dealerships to thrive in a constantly evolving market.

We believe in the value of every team member, offering opportunities for you to develop and contribute to meaningful solutions.

So… What does it mean to be a #Nextlaner?

• Be part of a growth-oriented culture.

• Collaborate with colleagues from all over the world.

• Believe in the Power of ideas and the diversity of thought.

• Be committed to provide an environment where you can learn, grow, and collaborate on projects that make a global impact.

Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company.

At Nextlane, you’ll have the opportunity to innovate, push boundaries, and work on solutions that are transforming the automotive world.

About the role:

As a Customer Support Specialist – Front Office, you are the primary point of contact for our customers. You support users in their daily use of Nextlane software, handle incoming support requests, and ensure that issues are resolved or escalated efficiently and professionally.

You are a key contributor to customer satisfaction, acting as the voice of the customer and ensuring a positive support experience across all interactions.

This is an individual contributor role within a growing, international Customer Support Centre of Excellence.

Your mission

- Deliver timely, high-quality, and customer-focused front-line support

- Ensure customer issues are properly understood, documented, and resolved or escalated

- Contribute to a consistent and professional customer support experience

- Actively support continuous improvement through knowledge sharing and feedback

🎯 Your Responsibilities:

Customer Support & Issue Resolution

· Handle incoming customer support requests via phone, email, chat, or other support channels

· Analyze customer questions and issues related to daily usage of Nextlane software solutions

· Provide clear guidance, explanations, and solutions within the defined support scope

· Detect incidents, software issues, or potential risks and ensure proper follow-up

Ticket Management & Escalation

· Accurately log, qualify, and document customer requests in the support ticketing system

· Ensure correct prioritization and follow established support processes and SLAs

· Escalate complex or technical issues to Back Office or specialized teams, providing clear analysis and context

· Proactively alert the Support Manager or relevant stakeholders in case of critical issues or potential customer dissatisfaction

Customer Experience & Communication

· Maintain a professional, reassuring, and customer-centric communication style

· Build trust with customers through clear explanations and regular follow-up

· Ensure customers are informed about progress, next steps, and resolution timelines

Knowledge & Continuous Improvement

· Contribute to the creation and maintenance of internal knowledge bases, FAQs, and documentation

· Share recurring issues, customer feedback, and improvement ideas with the Support team

· Continuously develop product and functional knowledge to improve support quality

Cross-Functional Collaboration

· Work closely with Back Office Support, Infrastructure, and Expert teams on issue resolution

· Coordinate with Consultants during customer onboarding and post-installation phases

· Escalate commercial requests or opportunities to Sales when outside the support scope

🕵️‍♂️ What We're Looking For:

Experience: Experience in customer support or technical support in a software or SaaS environment. Working in a ticket-based support organization is a strong plus.

• Languages: English (B2) is mandatory, as well as French.

• Communication: Strong communication skills, both verbal and written.

• Technical Skills:

- Basic to intermediate understanding of software applications and IT environments

- Knowledge of databases and SQL

- Ability to clearly document issues, solutions, and customer interactions

- Comfortable working with ticketing systems and internal support tools

• Interpersonal Skills:

- Ability to collaborate in a diverse and dynamic environment. · Strong customer service mindset with excellent communication skills

- Ability to analyze problems quickly and provide structured responses

- Calm, proactive, and solution-oriented approach

- Ability to prioritize, escalate when needed, and work autonomously

- Willingness to learn and continuously develop technical and functional expertise

🤝 Our Recruitment Process:

1. 15-minute introductory call with our Talent Acquisition Specialist.

2. One technical interview with Line manager 1 and 2

3. One final interview with our VP customer support

💎 What We Offer:

We understand that flexibility and trust are essential for our teams. Here are some of the benefits we offer:

• 🏡 Hybrid Work.

• 💰 Annual Payments: 14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November).

• 🍽️ Meal Voucher: 10.20 per working day.

• 🌴 Vacation: 23 vacation days, plus 24th or 31st December off.

• 🗣️ Language Training: Access to group classes in Spanish, English, or French.

• ⚕️ Private Medical Insurance: Multicare coverage.

• Teambuilding: Join us for memorable afterworks and team activities!

🌍 Diversity, Inclusion & Belonging

At Nextlane, we are committed to creating a space where everyone feels valued and respected. We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation.

• Support for people with disabilities. If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience.

• Equal opportunities for all: We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law.

Join Nextlane and become part of the technological revolution in the automotive industry.

Discover why we are a great place to develop your talent!