Technical Support Specialist - Payments

We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person.

“The entire customer journey. One platform”

What we value

Every CM.com colleague, connects to our 4 shared values:

Drive and Lead

You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.

Grow and Learn

The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.

Together and Care

We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being.

Speed and Change

By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.

The Role

As a Technical Support Representative, you start in the support team within the Payments business unit. The team handles all customer support related to the CM Payments Platform for both online payments and IPP (in-person payment terminals at customer sites).

Payments that simply work matter enormously. That’s the whole point of this role.

Right now, a large share of questions still gets escalated to our CSM/Development organization. The more we can take off their plate, the better.

You will:

Be the first point of contact for Payment support questions

Problem analysis: turning a customer’s question into the real underlying issue, and solving it

A wide range of questions: a PIN that doesn’t work, a till/cash register integration issue, transactions that are missing or incomplete, or unusual behavior in the API or the PIN terminal

Replacement and repair requests for IPP terminals

Online Payments Gateway integration: helping customers set things up themselves, following CM.com’s Payments Gateway API documentation

Occasional involvement in onboarding and implementations, even though that’s formally outside the scope of the role

Close collaboration with stakeholders across IPP and Professional Services

Use AI (Claude) to think things through and figure things out yourself before escalating

Thinking beyond the ticket: how do you standardize, and document recurring questions so future support is faster?

The Technical Support Representative will report directly to the Lead Support. You will work directly with your 4 direct colleagues based in Amsterdam & Breda.

Customers range from government bodies and well-known retailers like Zeeman or TUI to plenty of SMEs. It’s genuinely fun work: one day you’re helping a government body, the next a well-known retailer, and the next a small business, sometimes all on the same day.

Questions come in via Teams calls and email to the support inbox. We use Jira for ticket handling. We’re exploring to further innovate the support application landscape with our own CM.com application stack: MSC, HALO and AI Service.

Requirements:

A technical background with genuine affinity for IT:  you understand systems, APIs and troubleshooting logic, and enjoy digging into detail rather than following a script

You don’t need to be a payments obsessive from day one, but you get why making payments simply work is genuinely satisfying.

Fluent in Dutch, this is a hard requirement

A completed HBO education in IT support / workplace management, or MBO4 with equivalent experience

Some experience in a support role would be great

The resilience to handle negative sentiment from frustrated customers and real satisfaction in turning it around

And you are:

Available fulltime (40 hours/week), based in Breda or Amsterdam

Genuinely curious about AI: You’re actively experimenting with the newest models / products to supercharge yourself at work.

Believe you’d be a great fit for this role, even if you don’t tick every box? Reach out to our Recruitment team! We’d be happy to connect and see if we can make it work together.

What we offer

As a CM.com club member, you’ll have the following benefits:

Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.

Healthy food: Daily healthy lunches and snacks to keep you energized.

Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.

Invest in your future: A solid pension plan.

Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days.

Own your success: Become a shareholder with our Employee Share Purchase Program.

Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving

Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.

Together at CM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.

Before you apply

We work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. If that sounds like a great environment to you, we'd love to hear from you.

Note: For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.