CUSTOMER EXPERIENCE REPRESENTATIVE – SAAS
il y a 1 semaine
THE COMPANY: A EUROPEAN TECH LEADER IN CUSTOMER ENGAGEMENT AND MARKETING AUTOMATION The company has developed an all-in-one platform empowering over 500,000 organizations across 180 countries to build meaningful customer relationships through email, SMS, WhatsApp, chat, and marketing automation. Their technology offers a full view of the customer journey, enabling businesses to focus on what truly matters: connection. Certified B Corp, the company combines fast growth with a strong commitment to social and environmental impact. With €179M ARR and nearly 1,000 employees worldwide, it continues to expand rapidly across Europe, North America, and LATAM. WHY JOIN THIS PROJECT •Join a global SaaS scale-up recognized for both innovation and purpose. •Work in a multicultural and collaborative environment, with colleagues across multiple continents. •Access continuous learning through internal training, Udemy courses, and mentorship. •Benefit from remote flexibility, private healthcare, and inclusive employee communities. •Be part of a company where customer care, technical excellence, and empathy drive success. YOUR MISSION: SUPPORT, EDUCATE AND EMPOWER CLIENTS As a Customer Experience Representative – English Speaker, you’ll be the main point of contact for English-speaking customers worldwide. You’ll combine empathy, communication, and problem-solving to deliver world-class service while developing a solid technical foundation on the platform. 1. Deliver an Outstanding Customer Experience •Act as a trusted advisor, providing fast and effective support. •Build long-term relationships through clear, empathetic communication. •Ensure each interaction contributes to a high Customer Satisfaction Score (CSAT). 2. Provide Technical Support & Troubleshooting •Assist users with issues related to integrations, login, or setup. •Translate complex technical topics (HTML, APIs, DNS, DKIM) into simple, actionable steps. •Escalate advanced technical cases with complete context for efficient resolution. •Participate in continuous improvement of support processes and documentation. 3. Learn, Collaborate & Grow •Work closely with Product, Tech, and Customer Success teams. •Develop your expertise in email marketing, deliverability, and technical integrations. •Suggest product or process improvements based on customer feedback. YOUR PROFILE: Must-have: •Fluent/native in English (other languages are a plus). •2+ years of experience in Customer Service, Customer Support, or Technical Account Management (preferably in SaaS). •Excellent communication, problem-solving, and relationship-building skills. •Interest in technology and willingness to learn technical troubleshooting (APIs, HTML, etc.). •Autonomy, curiosity, and a growth mindset. Nice-to-have: •Prior experience in a digital or SaaS environment. •Familiarity with CRM, marketing automation, or communication tools. •Basic understanding of email deliverability or DNS configuration. PRACTICAL DETAILS: •Contract: Permanent (Full-Time) - (NO VISA SPONSORSHIP, YOU NEED TO HAVE THE RIGHT TO WORK IN FRANCE) •Location: Paris, hybrid (3 days remote per week) •Schedule: Tuesday to Saturday shift •Languages: English native or fluent •Start date: ASAP •Salary: €35,000 base + €2,000 performance bonus (based on individual KPIs) •KPIs: 25 cases handled per day – CSAT target above >
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