Customer Experience Specialist

Hi, Robbert here, COO at Dripl.

At Dripl, we have a clear mission: to reinvent the beverage industry. We believe there is a better way, with minimal impact on the climate, without compromising on taste or convenience. That is why we are building a refill alternative to disposable packaging and sugary soft drinks.

With our Refill Points, we have already avoided millions of single-use packages. And by 2030, we want to make that 1,000,000,000. Yes, nine zeros! We are an ambitious scale-up with challenging international plans!

Why Dripl?

We combine:

• Real impact (less waste, healthier beverages),
• A rapidly growing B2B model (we double our impact every year!), and
• A team that genuinely believes in what we do.

Customer Centicity and Experience are not just buzzwords at Dripl. Every day, we work to build stronger customer relationships and systems so that we can provide them with maximum support, both in the short and long term.

That's why we're looking for someone who takes ownership, wants to grow, and wants to help shape the customer experience at Dripl.

What's in it for you?

• You are central to the Dripl customer experience and will have ownership of customer relationships from day one.
• This is a junior–mid-level role with a steep learning curve: you will learn how customer care, customer success, operations, and renewals work within a fast-growing B2B scale-up.
• Your impact is immediately noticeable. By keeping customers satisfied and on board, you actively contribute to reducing disposable packaging and unhealthy beverages.
• You will be working with a talented and mission-driven team — and yes, it's also just fun to work together.
• You will be given responsibility, autonomy, and opportunities for growth as Dripl continues to scale.

Who are we looking for?

We are looking for a Customer Experience Specialist who gets energy from helping customers, takes ownership, and wants to grow in a dynamic environment.

You are the first point of contact for our customers and independently manage a portfolio of several B2B customers. From daily questions to maintaining long-term relationships and supporting renewals: you ensure an excellent customer experience.

This role combines Customer Care and Customer Success. The focus is on relationships, retention, and service quality.

What does this role entail?

As a Customer Experience Specialist, you are responsible for both operational support and long-term customer success:

• Be the first point of contact for customers via email, Salesforce (CRM), and telephone.
• Resolving questions and issues (technical and non-technical) with same-day response during business hours.
• Taking ownership of a customer portfolio and building strong, lasting relationships.
• Supporting contract renewals in collaboration with internal teams.
• Coordinate with the Operations team om technische interventies correct in te plannen en op te volgen.
• Take full responsibility for customer-focused documentation, such as FAQ pages and manuals.
• Help determine and monitor the tone of voice and consistent communication style towards customers.
• Improve processes and workflows so that customer care and success can scale along with Dripl's growth.

What do we expect from you?

• A strong customer-centric mindset and genuine interest in helping customers.
• A sense of ownership and responsibility.
• Strong written and verbal communication skills.
• A structured way of working, even when dealing with multiple clients simultaneously.
• Eagerness to learn and curiosity, especially within a scale-up context.
• Dutch, French, and English, both spoken and written

Experience in customer support, customer success, hospitality, or a B2B service context is a plus, but not a requirement.

Practical

• Full-time position.
• We only work during office hours (B2B, no evenings or weekends).
• We are based in Brussels and expect partial presence at the office.
• You will work closely with customers, the operations team, and the customer success team, and report to me, the COO.

Ready to help build?

Does this role feel right, even if you're not sure you meet all the requirements? Then we'd love to hear from you.

Send your resume and a short cover letter to talent@dripl.be, and tell us why you are enthusiastic about Dripl and this role.

Hope to see you soon,

Robbert

Chief Operating Officer @ Dripl

We know that women, people of color, and other minority groups often only apply when they meet (almost) all the requirements. Are you unsure? Apply anyway. We would love to get to know you.