CUSTOMER EXPERIENCE REPRESENTATIVE l SAAS l SPANISH SPEAKER l PARIS – 37K€ PACKAGE
il y a 7 jours
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 Tuesday to Saturday shift As a Customer Experience Representative (Spanish speaking), you will be the trusted voice of the company for clients across Europe and Latin America. Your mission: ensure client satisfaction, resolve technical issues efficiently, and help users become autonomous on the platform. 1. Deliver Exceptional Customer Support •Provide timely and empathetic responses to client inquiries (target: 25 cases/day). •Build strong, lasting relationships and keep the Customer Satisfaction Score (CSAT) above . •Anticipate customer needs and proactively identify opportunities to enhance their experience. 2. Handle Technical Requests with Precision •Support users with login issues, integrations, and configuration challenges. •Translate complex technical topics (APIs, HTML, DNS, DKIM) into clear, practical solutions. •Collaborate with technical teams to resolve escalated issues efficiently. 3. Collaborate & Contribute to Continuous Improvement •Work cross-functionally with Product, Engineering, and Customer Success teams. •Share client feedback to help improve platform usability and overall customer journey. •Contribute to process optimization and documentation for recurring topics. YOUR PROFILE: Must-have: •Fluency in Spanish •1+ years in Customer Service, Care, Support or Technical Support (ideally in a SaaS or digital environment). •Proven ability to manage customer inquiries with empathy and structure. •Comfort with technical troubleshooting and curiosity for learning new tools. •Self-motivated, organized, and results-oriented. Nice-to-have: •Familiarity with APIs, marketing automation, or CRM systems. •Basic understanding of email deliverability and DNS management. •Experience in international or multilingual support teams. 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: Spanish speaker (English and French is a plus) •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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