Technical Customer Care Manager

itsme® has fundamentally changed how people lead their digital lives in Belgium, but we are not stopping there! Do you want to be a driving force to help expand on this success story as part of a talented team that is making a positive impact on society? Then keep on reading, you’ll probably like what you’ll see.

We are itsme®, one of Europe’s fastest-growing scale-ups, with 115 team members and growing. Our mission: to provide a state-of-the-art digital identity solution for all people, enabling them to interact securely in the digital space. Now, only nine years after being founded, close to 8 million citizens use the itsme® app to identify themselves and sign documents online. Starting in Belgium, we successfully launched the itsme app in 32 European countries, with the ambition of becoming an internationally leading player.

We are seeking a technically minded and solution-oriented Technical Customer Care Manager to join our Customer Care team. In this role, you will take ownership of the end-to-end partner experience, from onboarding through to live operations, working closely with both internal technical teams and external partners to ensure seamless integrations with the itsme platform. You will play a key role in investigating and resolving technical issues, coordinating across teams, and acting as the primary point of contact for partners as we continue to grow our ecosystem.

What your job looks like

• Support partners during onboarding and operational follow-up

• Investigate and follow up on technical support tickets

• Analyse technical issues using log and support tools

• Coordinate troubleshooting with internal and partner teams

• Support testing and validation activities

• Maintain documentation and follow-up procedures

• Escalate complex technical issues when needed

• Help improve support processes and knowledge sharing

• Interest in technology and digital applications

• Open to learning technical concepts and tools

• Able to read technical documentation and guide a partner through it

• Comfortable working with ticketing systems (Zendesk/JIRA) and log/support tools

• Able to filter and prioritise partner requests

• Basic understanding of APIs and coding

• Affinity with coding or testing

• Experience in a technical support environment

• Native in Dutch and full proficient in English, proficiency in French is nice to have.

What we offer

• Being welcomed by an informal, enthusiastic, and ambitious team that is revolutionising how we safely manage our digital identity, in Belgium & beyond.

• Offices within walking distance from Brussels Central Station, with the possibility to work remotely 3 days a week.

• A contract of indefinite duration, with an attractive compensation package.

• An environment where we care a lot about our core values:

  • Impact: Lead by example and create positive influence.

  • Resourcefulness: Connect, mobilise, and collaborate across ecosystems.

  • Curiosity: Explore, learn, and challenge the status quo.

  • Scale: Build strong foundations for sustainable growth.

  • Humble: Respect, listen, and embrace feedback for growth.