Customer Support Coordinator

il y a 3 semaines

Paris, France Sweep Temps plein

**Sweep is hiring an** **Customer Support Coordinator Intern** **to help us optimize our customer support journey.**:
Climate change is the defining issue of our time. By empowering companies with technology that helps them manage their climate impact, we believe Sweep can make a meaningful contribution to a better future for all of us.

**Ok, sounds promising. What will I be doing?**:
As part of the Success team, your job will have twofold.

Help our customers along their climate journey using our SaaS tool and our support tool - you will provide ongoing support to our customers.

You will work directly with customers to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with the other teams to ensure customer feedback, questions and concerns are addressed in a timely manner.

To be more specific, this includes:
**1. Customer support management**
- Excel at the intersection between value-add services and customer care
- Enable successful customer journeys for our base plan customers
- Support customers during the deployment and adoption of Sweep
- Support the enablement team on daily operations tasks (internal/external)
- Carefully monitor operations in order to guarantee operational KPIs are met

**2.** Ensure Sweep delivers value to our customers**
- Educate customers and connect them with resources needed to achieve product use success (online training content, webinars, help center, etc.)
- Escalate and resolve conflicts arising from challenging customer experiences and/or other areas of concern as needed and proactively evade dissatisfaction
- Liaise between Product, Marketing, Implementation, Sales and other internal teams to create a seamless experience for our customers

**3. Be data driven**
- Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention.
- Provide internal feedback to guide our team with the product and strategy roadmap
- Proactively identify areas for improvement in our customer support processes to reduce our response time and make sure customers receive timely and effective support.
- Identify and promote product updates relevant to a customer's needs, industry, usage patterns to ensure optimal use of our solution and its adoption by our customers
- Constantly monitor and improve key metrics like SLA, NPS, Health Score and CSAT

**That sounds just right for me. What do I need to bring?**:
Glad you asked. This is who we're looking for:
**Qualifications**
- Engineering or Business Master in Environment / Sustainability
- Theory and experience in carbon and ESG related topics:

- Carbon accounting : GHG Protocol and/or Bilan carbone, BEGES
- Reduction strategy: CDP, SBTi, Net Zero Initiative
- Product carbon footprint or Lify-Cycle Analysis
- Corporate Social Responsibility & Reporting
- Practice with customer support management tools - Intercom and Sales Forece is a plus
- Ability to run complex data analysis
- Tech savvy
- Advanced level of English & French

**Qualities**
- You are **proactive**, you are able to notice needs and improvements and the solutions that could be applies, you then **take initiatives** to implement them
- You like working in a team but you can also be **independant** to work on diverse tasks
- You are quick on your feet, but when it comes down to it you value quality over quantity
- You have a passion for **solving problems**, developing the solutions and building products
- You are **enthusiastic, self motivated and autonomous**:

- You're a skilled **communicator and collaborator**:

- You have **good interpersonal skills**, you can explain complex concepts in a comprehensive way
- You care about our mission to create a better future for all of us

**Copy that. And what's in it for me?**:
You will be joining an exciting young business that has the humble ambition to change the world. With a proven track record in starting companies, we're planning to hit the ground running and have an impact fast. Joining this journey right at the beginning allows you to really help shape our path.

Our hybrid work model, with hiring focussed around our head offices in Paris, London and Montpellier, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.

We're big believers in creating successful businesses that are good for everyone, including society and the planet. That's why we have a B Corporation status.

We think this will be the ride of our lives. And maybe yours, too.

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