Client Support Manager

About us Prodigi is an all-in-one platform designed to help businesses transform digital content into print on demand products. Since launching in 2014, we’ve grown fast, earning 14th place on the Sunday Times Virgin Atlantic Fast Track 100 list of the UK’s fastest-growing companies. Today, we work with a worldwide network of 50+ production facilities across 10 countries (including four in-house sites), giving our customers the freedom to print their artwork on almost any product, and ship it anywhere in the world. Behind all of this is a team that cares deeply about quality, collaboration, and delivering a great experience for our customers. The opportunity We’re looking for a Client Support Manager to be the dedicated point of contact for some of our largest merchant partners, including fast-growing, Amsterdam-based tech companies producing photo books at scale. You’ll own these relationships end to end. That means building trust with partner teams, meeting them in person regularly, handling escalations, and making sure their customers get a great experience. This role suits someone who enjoys being the first person a client calls, and who has the confidence to represent us credibly, push back when needed, and get things done internally. Key responsibilities - Be the dedicated client support contact for our key merchant partners, primarily in the Netherlands - Build strong, trusted relationships through regular check-ins and in-person visits to partner offices - Own escalations from start to finish, coordinating with engineering, production and our labs, and keeping partners informed throughout - Handle key account tickets in Zendesk and set the standard for response quality - Run regular service reviews covering performance, open issues and upcoming changes - Spot patterns in partner feedback and turn them into clear, prioritised improvements for our product and operations teams - Guide partners through platform changes and new features - Be the partner’s voice internally, and represent Prodigi with credibility externally Required experience and skills - 3+ years in client support, customer success, account management or a client-facing role - Confidence in client meetings, including difficult conversations - Strong judgement and an ownership mindset: you know when to resolve, when to escalate, and you follow through - Able to work from our central Amsterdam office three days a week, with flexibility during peak season - Fluent English (written and spoken) - all customer communication is in English - Experience using Zendesk - all applicants must have Zendesk experience - Comfortable working independently, with strong self-motivation and time management - Ability to handle multiple priorities and work efficiently under pressure, especially during peak periods - A friendly, fun approach Desirable - Familiarity with e-commerce, print, or fulfilment services - Knowledge of Slack or similar collaboration tools for internal communication - Experience supporting partners through platform or system changes What we offer - Competitive salary (€38-48K+) and eligibility for company performance related bonus - Holiday allowance (vakantiegeld) - 25 days holiday per year, plus two bonus days off for your birthday - Hybrid working with flexible hours - The chance to shape key partner relationships in a fast-growing business at the forefront of print-on-demand - An equal opportunity employer that values diversity and inclusion Location This role is a hybrid role based in central Amsterdam. 3 days in the office, 2 days from home. Apply with a CV and cover letter above. Your cover letter should address: - Describe a time when you dealt with a frustrated or difficult customer. How did you handle the situation, and what was the outcome? - How do you decide when to escalate an issue versus resolving it yourself? Give an example from your experience. - Why are you interested in working with a print-on-demand platform? What appeals to you about this role at Prodigi?