Founding Customer Experience Manager
About the job
- Be based in the Netherlands and able to regularly visit the operations location in Haarlem.
- Be fluent in spoken and written Dutch and English.
- Have experience in customer support, customer success, onboarding, or another customer-facing software-as-a-service role.
- Have troubleshooting skills and take ownership of customer questions from start to resolution.
- Be able to translate recurring customer issues into standardized, automated, or self-service solutions.
- Be proactive and hands-on, with flexibility to work in a growing market where processes may not yet be established.
- Use empathy, clarity, and credibility when working with trade and small-business customers.
- Serve as the primary point of contact for Dutch customers needing support with HERO.
- Answer customer questions and resolve product, workflow, and integration issues, including topics related to Exact, SnelStart, and 2BA.
- Onboard new Dutch customers and help them reach value with HERO quickly.
- Manage complex cases requiring personal attention, clear communication, and coordination with other teams.
- Use customer insights and operational data to identify friction points and prioritize improvements.
- Work with the central Customer Experience team to ensure help content, chatbot flows, onboarding materials, and support processes work well for the Dutch market.
- Help establish effective customer experience processes as HERO grows in the Netherlands.
- Experience with AI support tools, chatbot systems, help-center platforms, or automation tools.
- Affinity with the trade market or market-entry projects.
About the company
HERO Software provides a cloud-based SaaS platform that serves SMEs in the skilled trades in the DACH region as an operating system for contractor businesses. It centralizes end-to-end workflows from initial customer contact and quotes to on-site work, invoicing, and final payment, with modules for project management, invoicing, scheduling, time tracking, document management, and employee management accessible on both office desks and construction sites. The product is tailored to trades, functioning like an integrated ERP for field-service operations, and its roadmap includes more financial features and third-party integrations. Its goal is to help trades businesses increase project throughput and improve operating margins by digitizing core workflows and expanding market presence, supported by a €40 million Series B funding.
Company Size
201-500
Company Stage
Series B
Total Funding
$54.2M
Headquarters
Hanover, Germany
Founded
2020
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Simplify's Take
What believers are saying
- HERO reported 40,000+ users in August 2026, up from 20,000 in 2024.
- Partnerships with Make, Solar Monkey, and Batinfo expand automation and solar workflows.
- Revelio Labs tracked 241 employees in March 2026, signaling aggressive hiring.
What critics are saying
- Krafteq markets perpetual licenses in September 2026, undercutting HERO’s subscription pricing.
- HERO Wallet ties growth to embedded-finance execution, payments compliance, and Swan reliability.
- If embedded-finance and expansion fail, HERO becomes a niche DACH vendor.
What makes HERO Software unique
- HERO’s DACH-first workflow spans quoting, scheduling, invoicing, and DATEV-friendly bookkeeping for trades.
- The 2026 HERO Wallet launch adds payments and reconciliation inside one system.
- HERO’s narrow focus on plumbing, electrical, PV, and carpentry sharpens product fit.
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Benefits
- Flexible Work Hours
- Remote Work Options
- Paid Vacation
- Commuter Benefits
- Wellness Program
- Mental Health Support
- Health Insurance
- Professional Development Budget
- Company Social Events
- Gym Membership