Customer Experience Specialist

Hey there

Robbert here, COO at Dripl.

At Dripl, we're on a mission to reshape the beverage industry. We believe drinking should have
minimal climate impact
, without compromising on taste or convenience. That's why we're building a refill-based alternative to single-use packaging and sugary sodas.

With our Refill Points, we've already avoided millions of single-use bottles. And by 2030, our goal is bold:
packages saved
. Yes, nine zeros We're an ambitious scale-up with exciting global plans

Why Dripl?

Dripl is not your typical scale-up.

We combine:

• Real-world impact
  (less waste, healthier drinks),
• A fast-growing B2B model (we keep on doubling our impact, year after year)
  , and
• A team that genuinely cares
  about what we're building.

Customer Centricity and Experience are not just buzzwords at Dripl.
We built day in and day out better customer relations and systems to support them in the short and long run.

That's why we're looking for someone who wants to take ownership, grow with us, and help shape how customer care & success works at Dripl.

What's in it for you?

• You'll be at the heart of Dripl's customer experience, owning relationships with our customers from day one.
• This is a junior–medior role with a
  steep learning curve
  : you'll learn how customer support, success, and operations work in a fast-growing B2B scaleup.
• Your impact is tangible. By keeping customers happy and retained, you directly contribute to reducing single-use packaging and unhealthy beverages.
• You'll work with a talented, mission-driven team — and yes, they're genuinely fun to work with
• You get real ownership, responsibility, and the opportunity to grow together with Dripl as we scale.

Who are we looking for?

We're looking for a
Customer Experience Specialist
who loves helping customers, takes ownership, and wants to grow in a dynamic environment.

You'll be the
first point of contact
for our customers and fully own a portfolio of B2B clients. From handling day-to-day questions to managing long-term relationships and renewals, you ensure every customer has a smooth and positive experience with Dripl.

This role combines
Customer Support
and
Customer Success
. Your focus is on
relationships, retention, and excellent service
.

What does this role include?

As a Customer Experience Specialist, you'll be responsible for both operational support and long-term customer success. Your responsibilities include:

• Being the first point of contact
  for customers via email, Salesforce (CRM), and phone.
• Handling and resolving customer questions and issues
  (technical and non-technical) with same-day response times during business hours.
• Owning a portfolio of B2B customers
  , building strong long-term relationships and ensuring retention.
• Supporting customer contract renewals
  , in collaboration with internal teams.
• Coordinating with the Operations team
  to plan and follow up on technical interventions when needed.
• Taking full ownership of all customer-facing documentation
  , including:
• Email templates
• FAQ pages
• Manuals & guides
• Videos or help content
• Defining and maintaining a consistent tone of voice and communication style
  across all customer communication.
• Continuously improving processes and workflows
  to help customer support & success scale efficiently as Dripl grows.

What do we expect from you?

• A strong customer-first mindset
  . You genuinely care about helping customers and building long-term relationships.
• Ownership mentality
  : you take responsibility from question to solution.
• Strong written and verbal communication skills
  .
• A structured way of working
  , able to manage multiple customers and requests at the same time.
• Curiosity and willingness to learn
  , especially in a scale-up context.
• Dutch, French, and English
  , both spoken and written ()

Experience in customer support, customer success, hospitality, or a B2B service role is a plus — but motivation and mindset matter most.

Practicals

• This is a
  full-time
  role.
• We work during
  business hours only
  (B2B customers, no evenings or weekends).
• We're based in Brussels and expect part time office presence.
• You'll work closely with:
• Customers
• Customer Success
• Operations
• The COO (Robbert)

Ready to join us?

If this role feels like a good fit, even if you don't tick every single box, we'd love to hear from you.

Send your CV and a short motivation to
, and tell us why you're excited about Dripl and this role.

Hope to meet you soon,

Robbert

COO @ Dripl

We know that women, people of color, and underrepresented groups often only apply when they meet 100% of the requirements. If this role excites you but you're not sure you tick every box, please apply anyway. We'd love to meet you.