Head of Customer Service managing Order - to - Cash processes including overseeing 7 FTEs and compliance with US regulations in the chemical industry.
GS
Hybrid Customer Support Specialist, Experienced
Posted 5 months ago
About the role
- Customer Support Specialist managing client requests and improving processes in a tech-driven company. Supporting internal teams and ensuring effective communication with clients.
Responsibilities
- Handle customer requests across our channels (email, phone, chat (coming soon)).
- Identify the nature of each issue (hardware or software), create and update the corresponding tickets, and ensure proper internal coordination to drive resolution.
- Ensure clear, proactive communication throughout the follow-up, both internally and externally.
- Work closely with Operations, Product, Tech, and Customer Success teams.
- Document recurring cases and contribute to expanding our knowledge base.
- Manage multiple requests in parallel while maintaining a structured approach.
- Implement and optimize our communication channels and support processes.
Requirements
- 3 to 5 years of experience in customer support, customer success, or B2B client relations.
- Excellent written and verbal communication in French; professional working proficiency in English is a plus.
- Strong customer service mindset, a pedagogical approach, and attention to detail.
- Comfortable with SaaS tools (HubSpot, Notion, Jira, Slack, etc.) and curious about tech environments.
- Ability to stay calm and maintain a friendly, composed attitude even when things speed up.
Benefits
- Hybrid in Paris: 3 days in the office, 2 days remote per week
- Cadre employment contract and RTT (between 8 and 12 days per year depending on public holidays)
- A Mac or PC according to your preference
- 60% employer contribution to meal vouchers (tickets restaurant) worth €9 per working day
- €50 per month contribution towards training
- Comprehensive health insurance (Alan)
- Offices located in central Paris (3rd arrondissement)
- Annual offsite with the whole team and numerous company events
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