Customer Support Officer TU Delft Learning for Life Center

Are you tech-savvy, stress-resilient, and passionate about supporting lifelong learners? Do you thrive in a dynamic environment with multiple systems and applications? Join our Customer Support team!

Job Description

As a Customer Support Officer, you play a crucial role in supporting the smooth operation of student-related systems and digital platforms. This role combines strong interpersonal skills with technical expertise to enhance the digital student experience, ensure system functionality, and improve processes through technology-driven solutions. 
You are part of a professional and international team that delivers a smooth and supportive experience for learners and internal stakeholders. As the first point of contact, you ensure timely, friendly, and effective assistance across a wide range of topics, from technical troubleshooting to complex student advisory. 

Our support team is both reactive and proactive: we continuously improve services by maintaining clear communication channels, updating support materials, and sharing valuable feedback from users. With a strong focus on efficiency and collaboration, we help learners successfully navigate their educational journey while supporting internal operations behind the scenes. 

You will work closely with other departments, IT teams, Finance, Marketing and students to manage technical aspects of student services. 

Key Responsibilities:

• Provide first-line support and technical assistance to students, teachers, and internal stakeholders.
• Manage learner administration processes, including enrollment, certification, payments, invoices, and discounts.
• Handle and follow up on incoming support and advisory requests, escalating when needed.
• Navigate and troubleshoot various systems and applications used in the learning journey.
• Contribute to support documentation (FAQs, knowledge base) and share learner feedback.
• Identify and implement improvements in administrative workflows and customer support procedures.
• Collaborate with internal teams to ensure seamless learner experiences and process alignment.
• Ensure system functionality and contribute to technology-driven process improvements.
• Comply with service quality standards and participate in relevant meetings. 

Job requirements

Key Attributes: 

• Detail-oriented and tech-savvy
• Student-focused with a problem-solving mindset
• Adaptable to changing technologies and institutional needs
• Team player with a proactive and service-oriented approach 

What We’re Looking For: 

• Strong technical affinity and comfort working with multiple digital systems and tools.
• Excellent communication skills in English (Dutch is a plus).
• Customer-oriented, proactive, and solution-focused mindset.
• Stress-resilient and thrives in a dynamic, evolving environment.
• Analytical mindset with a keen eye for process improvement and innovation.
• Ability to work independently and collaboratively within a diverse team.
• Professional behavior, empathy, curiosity, and willingness to learn.
• Relevant education or equivalent experience at MBO+ level (Post-secondary senior vocational education). 

TU Delft (Delft University of Technology)

Delft University of Technology is built on strong foundations. As creators of the world-famous Dutch waterworks and pioneers in biotech, TU Delft is a top international university combining science, engineering and design. It delivers world class results in education, research and innovation to address challenges in the areas of energy, climate, mobility, health and digital society. For generations, our engineers have proven to be entrepreneurial problem-solvers, both in business and in a social context.

At TU Delft we embrace diversity as one of our core values and we actively engage to be a university where you feel at home and can flourish. We value different perspectives and qualities. We believe this makes our work more innovative, the TU Delft community more vibrant and the world more just. Together, we imagine, invent and create solutions using technology to have a positive impact on a global scale. That is why we invite you to apply. Your application will receive fair consideration.

Challenge. Change. Impact!

TU Delft - Learning for Life Centre

Providing adult learners with quality and accessible learning opportunities for professional and personal development throughout their lifetime is the mission of the TU Delft Learning for Life Centre. It embodies the University’s commitment to this core task and guides all activities of our innovation-oriented organisation.  

Together with the TU Delft faculties and external partners, we create and deliver courses, short programmes and other training solutions that help learners at various stages of their professional life. We help them stay on top of their game, whether they wish to broaden their skillset, master new competences or acquire further academic qualifications. We seek to empower professionals to deal with the technological transitions and societal challenges of today's world with the aim of building a better society together.

With over 4.5 million enrolments worldwide and several prestigious awards to its name, our organisation is passionate about realising its goals of making a positive impact on education, the lives of learners and the world at large.

The Learning for Life Centre (formerly Extension School for Continuing Education) is part of the University Corporate Office and reports directly to the Executive Board. Our international team of about 50 skilled, passionate colleagues comprises over ten different nationalities – Our culture is inclusive and very diverse!

Conditions of employment 

• Duration of contract is 1 year. Temporary with prospect of permanent.
• A job of 32-36 hours per week. 
• A salary based on Scale 08 of the CAO for Dutch Universities with a salary between €3382 - €4484 gross per month based on a fulltime contract (38 hours), plus 8% holiday allowance and an end-of-year bonus of 8.3%.  
• An excellent pension scheme via the ABP. 
• The possibility to compile an individual employment package every year. 
• Discount with health insurers on supplemental packages. 
• Flexible working week. 
• Every year, 232 leave hours (at 38 hours). You can also sell or buy additional leave hours via the individual choice budget. 
• Plenty of opportunities for education, training and courses. 
• Partially paid parental leave 
• Attention for working healthy and energetically with the vitality program. 

Additional information

For more information about this vacancy, please contact Francesca Allevi, Coordinator LfL Customer Support Team f.allevi@tudelft.nl

Application procedure

Are you interested in this vacancy? Please apply no later than 19 October 2025 via the application button and upload the following documents:

• CV
• Motivational letter

You can address your application to Francesca Allevi.

Please note:

• You can apply online. We will not process applications sent by email and/or post. 
• As part of knowledge security, TU Delft conducts a risk assessment during the recruitment of personnel. We do this, among other things, to prevent the unwanted transfer of sensitive knowledge and technology. The assessment is based on information provided by the candidates themselves, such as their motivation letter and CV, and takes place at the final stages of the selection process. When the outcome of the assessment is negative, the candidate will be informed. The processing of personal data in the context of the risk assessment is carried out on the legal basis of the GDPR: performing a public task in the public interest. You can find more information about this assessment on our website about knowledge security.
• Please do not contact us for unsolicited services.