Senior Platform Operations & Support Specialist (Freelance)

Description

About Gapstars

About Gapstars
At Gapstars, we partner with some of Europe's most ambitious companies, from disruptive tech startups to established Benelux accounting firms, helping them build high-performing teams in engineering and finance.

Headquartered in the Netherlands, with talent hubs in Sri Lanka and Portugal, we are home to 300+ professionals who thrive on solving real-world challenges with modern solutions. Our teams work across domains, from networking, marketplaces, SaaS, and AI to embedded finance and accounting, delivering scalable solutions that drive meaningful outcomes.

The Role
This role is about supporting users of a software platform by answering day-to-day questions, helping resolve usage issues, and escalating more serious technical problems to the relevant teams. It requires a proactive approach to learning the platform and documenting common questions.

The Role

Senior Platform Operations & Support Specialist (Freelance)

Requirements

Essential qualifications and experience

Experience in customer support or customer success, ideally supporting users of a software platform.
Excellent spoken and written English, with the ability to communicate clearly and professionally with US-based users.
Experience working with US clients is highly preferred. Experience supporting multinational companies or international teams is an advantage.
Able to assess user issues, resolve basic platform-related queries, and recognize when an issue needs to be escalated to DevOps or the Amsterdam team.
Willingness to learn the platform, document recurring questions, and build and maintain an FAQ database.

Perks & Benefits
We believe taking care of our people is non-negotiable. Here's what being a Star means:

Work-life essentials: 24h continuous internet and power facility, shuttle service, and a gym membership to keep you moving
Everyday comforts: Tea & coffee facilities along with snacks & drinks.
Growth, always: Personal Development Plans through Gapstars Academy, cross-functional learning via GapTalks, and opportunities for overseas travel and training
Life's milestones, celebrated: Birthday vouchers, wedding and childbirth gifts, anniversary treats, and more, because we celebrate our Stars at every stage
Community & culture: Sports clubs, company events, tournaments, and parties that make Gapstars feel like home

"Gapstars is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, disability, or age. Your personal information collected during the application process is handled following our privacy policy and used exclusively for recruitment and hiring purposes only"