Customer Care Engineer

Trustpair is reinventing B2B payment security. We are building the leading anti-fraud solution for large corporations to help them avoid $20 billion in fraud every year. With Trustpair, finance teams work with accurate data to avoid the risk of fraud and proceed to payments with peace of mind.

Trustpair at a glance:

- Preventing B2B payment fraud for 200+ companies including Airliquide, Generali, Kering Group etc
- A financial technology acclaimed by major banking institutions (Société Générale, Natixis, CACIB)
- Enterprise-ready platform connected to market-leading financial softwares (SAP, Kyriba and more)
- €25M raised in Series B to become the #1 SaaS platform for third-party risk management worldwide
- A team of 100+ people and counting, either based in Paris or fully remote

As Trustpair’s customer base continues to rapidly grow, Trustpair is looking for a skilled Customer Care Engineer to provide best in class support to our clients. As a member of our **Customer Care & Success** team, you will work closely with our Customer Success Managers and will report to Guillaume, Head of Customer Care & Success.

We need a high energy, curious and super organised **Customer Care Engineer** who will learn the ins and outs of Trustpair’s product by heart. Driven by customer satisfaction, you excel at analyzing technical problems (or are keen to develop in this field) and are looking for a challenge to build an Enterprise standard Customer Care approach

**Your role**:
This role is pivotal in **ensuring our customers’ satisfaction** as well as creating a strong link internally between our customer-facing and technical engineering teams. As well as managing daily operations, you will play a key part in scaling our customer care approach, building Trustpair’s product knowledge management and **helping to shape the future of Trustpair’s product** through customer feedback.

The role is composed as follows:
**Operations (60%)**
- You will learn Trustpair’s product by heart, and will be the **point of escalation for complex functional queries** requiring expert knowledge;
- You will be the **point of contact for any technical issues** (bugs) faced by our customers. You will liaise with customers to understand the need, analyze the root cause, provide workarounds and escalate any bugs requiring technical intervention to our Level 3 Support via Jira;
- You will **ensure that our customer engagements and Service Level Agreements (SLAs) are reached** by providing timely responses and monitoring / following up on customers’ tickets with other teams;
- You will **play a key role in optimizing inter-team communication**, by becoming a pivot between technical and non technical teams.

**Continuous Improvement** **(40%)**
- You will **contribute to building Trustpair’s knowledge management** by working on internal product documentation used by wider teams;
- You will provide critical feedback to **help shape the future of Trustpair’s product** by analyzing and escalating product insights from our customers;
- You will help **scale our customer care approach** by maintaining Trustpair’s self-care materials (tutorials, help centre) and creating templates for frequently asked questions.

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**Why join Trustpair? A list of our perks **here****:
**MUST HAVE**:

- **You have relevant experience** (at least 3 years) in a Technical Customer Support role;
- **You have strong interpersonal skills**, you are empathetic and you know how to talk to Enterprise customers;
- You have an analytical mindset and are driven by problem resolution;
- You are a great communicator and you possess excellent written **skills in English & French;**:

- You know how to work under pressure: you’re organised and able to prioritise your workload to ensure deadlines are met;
- You are comfortable with new technologies and have knowledge of scripting languages (Python, Bash); knowledge of SQL and API REST is a real bonus;
- You are familiar with customer ticketing tools (our current stack: Intercom + Jira).

**Recruitment Process**:

- Call with Claire, our Talent Partner (30min);
- Call with Guillaume, Head of CS (1h);
- Case Study, should take around 2 hours of work on a 1 week timeframe, and Test Restitution with Roland, Engineering Manager;
- Coffee Fit with two members of Trustpair.

**Equal Opportunity Statement**
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.