People of Firmhouse—Meet Jeroen

Meet Jeroen Roosenboom, Customer Success Engineer at Firmhouse. In his role, he guides customers through implementing recurring commerce solutions that fit their specific needs. Drawing from technical know-how and business expertise, Jeroen has a knack for finding practical solutions to complex customer challenges.

“I like to separate the trees from the forest,” says Jeroen. “I find out what a customer’s biggest issue is—their bottleneck.” With his technical and business background, Jeroen is confident in his ability to solve these challenges.

Connecting with our mission of shifting commerce for good

When Jeroen first joined Firmhouse, he was on the hunt for freelance work, mainly on the developer side. He shared this pursuit on social media and started connecting with people. “I wanted to dive deeper into coding,” he shares. “It was a great way to test it out.” 

Eventually, he came across Firmhouse. Our mission of shifting commerce for good immediately resonated with him. He was drawn to the notion that we can use technology as a foundation to change how people consume—for brands, their customers, and the planet.

Helping Tiny Library get off the ground and become successful

And Jeroen went on to do just that. One of his favorite moments since joining Firmhouse was onboarding Tiny Library. He played a major role in helping the startup get off the ground. “I went to Amsterdam into their small basement office,” he recalls. “It was cozy, tiny, and they were really trying to get things done.” 

For Jeroen, this was particularly special. He not only got to help make Tiny Library successful but also watched us grow alongside them. “For me, it was about setting them up in Firmhouse and making it work,” says Jeroen. “That grew into adding the Shopify integration for Tiny Library.” 

Being part of a team that is dedicated to supporting one another

Part of what makes his role so great is not only the connection he has with merchants but also with colleagues. “We're so sweet to each other,” says Jeroen. “We really help each other through challenges in a sensitive way.” While everyone has their own separate tasks with little overlap, Jeroen finds that everyone at Firmhouse is dedicated to supporting one another. 

Even though people stay in their lanes, our culture encourages helping others. “It is a unique combination of people being multifunctional,” he explains. “For instance, the support and product teams can join a customer call if they want." This sense of collaboration goes beyond day-to-day interactions into systematic improvements.

Structuring feedback to help stop problems before they become bigger

Jeroen has found that the feedback flow to the product team is well-structured. "If three or four customers have an issue, we can relay that information back to the product team before it becomes a bigger problem, allowing them to improve the product."

"We're working with larger customers and handling more complex situations and requests," says Jeroen. "That's a challenge because it requires extensive communication within teams to stay on top of things." 

Since Firmhouse doesn't offer many standard solutions, these customers often need more tailored options. For Jeroen, this is both exciting and challenging, as it involves dealing with bigger names and larger volumes. To take care of these growing complexities, documentation has become super important.

Building out documentation to guide merchants to recurring commerce success

Jeroen is excited about how support works at Firmhouse. "There aren't many fires to extinguish," he explains. "That's because we have the right people in the right places now." This has been possible, Jeroen says, because we have great documentation, including knowledge pages and product information, that improves usability.

As Firmhouse grows and takes on more projects, Jeroen is focused on continuously improving documentation. This involves providing detailed briefings on how to set up projects, whether by directly instructing customers or creating videos to guide them through the process.

“For me, it's about determining the focus and what we need to achieve,” says Jeroen. “From there, we can break it down into individual steps.” While others excel at the details, Jeroen says his strength lies in figuring out what the essential building blocks are. With such an in-depth approach to documentation, our team can manage increasingly diverse and complex projects.

The rewarding experience of finding creative solutions for diverse projects

Jeroen loves the diversity of projects he gets to work on. “We handle everything from simple coffee bean subscriptions to complex combined subscriptions involving large rentals and various monthly shipments,” he explains. “It's a broad spectrum where we often have to creatively adapt our solutions to fit existing web shops or businesses.”

For him, it’s rewarding to engage with both customers and the product team. "I communicate with the product team to build solutions or make minor adjustments that have a significant impact on the customer."

"With our main platform, you can solve 80% of a customer’s problem," explains Jeroen. "But with some custom solutions or minor updates to the platform, we can solve the entire problem, delivering 110% satisfaction."

Enjoying life’s simple pleasures in nature

When he's not crafting solutions for merchants, Jeroen finds balance in life's simple pleasures. Outside of work, he loves spending time walking through the forest, enjoying his garden, playing with his chickens and kids, running, and being in nature.

Want to know more about the Firmhouse team? Click here to learn all about the people shifting commerce for good.