SodaStream: Global Support Admin – English

Overview (English)

We are looking for a detail-oriented Global Service Support Admin to manage daily operational escalations and administrative tasks in support of our outsourced customer service teams. This role focuses on resolving escalated service issues, handling refunds and order adjustments through internal systems, and contributing to the development of internal knowledge content for English-speaking markets.

You’ll work closely with global vendors and internal teams to support the delivery of efficient, high-quality service. The ideal candidate brings strong system fluency, a customer-focused mindset, and comfort working in a fast-paced, cross-functional environment.

Responsibilities (English)

• Manage daily escalations from outsourced service teams, ensuring timely and accurate resolution.
• Perform administrative actions such as refund approvals, account adjustments, and ERP-related workflows.
• Collaborate with internal departments (e.g., finance, logistics, IT) to resolve cross-functional service issues.
• Help create and maintain internal knowledge base content and service documentation for support agents.
• Monitor ticket trends and provide insights to improve service processes or reduce repeated issues.
• Ensure compliance with service policies and standard operating procedures.
  
  

• 2-4 years of experience in customer support operations, service admin, or escalation handling.
• Strong working knowledge of ERP systems (e.g., Netsuite, Oracle) and service tools (e.g., Zendesk, Salesforce).
• Fluent in English & French with excellent communication and documentation skills.
• Demonstrated ability to manage and prioritize high-volume service workflows.
  
  

• Experience supporting outsourced or vendor-based customer service models.
• Background in service-related operations within a global company.
• Familiarity with knowledge management systems and best practices.
• Experience working with chatbots and AI-driven support tools, including reviewing interactions to optimize performance, improve accuracy, and enhance the customer experience.
• A third language is a plus!