Customer Support Specialist

**Sweep is hiring an Customer Support Specialist to ensure the long-term success of our customers**:
Sweep maps climate and ESG data across an entire business to reduce carbon emissions, improve social and environmental performance, and create audit-ready reports to run the best sustainability programs. Sweep empowers companies to build resilience to global challenges with technology.

**Ok, sounds promising. What will I be doing?**:
The Customer Support team ensures that our clients have the best possible experience of Sweep, one that is both efficient and enjoyable, while receiving reliable, fast, and high-quality responses to their questions.

As a Customer Support Specialist, you will be responsible for supporting our customers along their climate journey as they are using our SaaS solution, providing ongoing support via our help center and building long-term relationships with our users.

You’ll sit within the Product Department and report to our Director of Customer Support.

This position is opened to anyone living in the UK or France, near one of our offices in **London**, **Paris** or **Montpellier** as you’ll be expected to come to the office at least once a week.

To be more specific, this includes:
Your role will be to support our customers as they become successful Sweep users, and ensure that the challenges they face are properly managed. You’ll be expected to collaborate closely with others teams at Sweep to ensure that each customer question, feedback or concern is addressed in a timely manner.

**Key Responsibilities**:

- Monitor and address customer issues including escalations, technical problems, and incident management.
- Reach out to users for in-depth investigations of their concerns, ensuring clear understanding of their feedback.
- Collaborate closely with our Customer Impact, Product and Engineering teams to promptly address and resolve domain related questions or technical challenges.
- Contribute to the development and maintenance of self-service content allowing users and internal teams to resolve their issues autonomously (knowledge base articles, automated workflows, AI-powered bots).
- Be the voice of the user within Sweep by aggregating and communicating customer feedback on a regular basis to the rest of the organization.
- Contribute to the continuous improvement of our NPS and CSAT metrics.
- Identify areas for improvement in our customer support processes.

**That sounds just right for me. What do I need to bring?**:
Glad you asked. This is who we’re looking for:
**Qualifications**
- 1+ year of experience as a Support Specialist or Helpdesk role in a technology company
- Excellent communication and interpersonal skills. Oral and written
- Ability to connect the dots
- Fluency in both French & English is mandatory (German or Spanish will be a plus)
- Knowledge of CRM tools and customer success platforms, such as Intercom
- First experience working in a SaaS company ideally in the B2B Enterprise space

**Qualities**
- Empathetic and people-oriented mindset, to ensure a positive experience throughout each customer interaction
- You like to build relationships and work across teams
- You are quick on your feet, but when it comes down to it you value quality over quantity
- You are open to constructive feedback
- You are enthusiastic, self motivated and seek autonomy

**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.