Product Support Specialist

il y a 5 jours

Paris, France Folk Temps plein

**Our team's shared mission is to shake up the CRM industry with our people-first perspective**.

We believe mass outreach is so passé and businesses are missing a tool to build _real relationships_ with prospects and partners.

folk is a CRM to build genuine connections, that's simple to use and easy to integrate. We help our customers reach the right client (at the right time), nurture lasting connections, and drive new business.

Want to help drive change? Join us.

**Up for the challenge? Read on.**:
At folk, the success and satisfaction of our customers is at the heart of everything we do.

We go beyond support—we're committed to empower our users to achieve their goals through ongoing guidance, and personalized education. We seek to build lasting relationships and turn them into loyal advocates for our brand.

**Join us as our next Product Support Specialist and be a part of this journey**

**About the role.**:

- ** Support users in French & English**, ensuring swift issue resolution, managing escalations, and maintaining a knowledge base to empower customers—all while efficiently handling a high volume of support tickets.
- ** Troubleshoot independently**, solving problems with creativity and resourcefulness.
- ** Champion the product**, helping users unlock its full potential.
- ** Guide new customers through onboarding**, running training sessions, setting up accounts, and managing migrations for a seamless transition.
- ** Advocate for users**, gathering insights to improve the product and collaborating across teams to enhance the customer experience.

**About you.**:

- You’re a **strong communicator** with 1-2 years in a customer-facing role, thriving on user interactions.
- You’re fluent in **both French and English**.
- You're a **problem solver** at heart, who loves tackling challenges head-on. You’re not only fixing issues but understand their broader impact on users’ businesses.
- You’re **autonomous** and **proactive**, driven by making a real difference for customers.
- You’re naturally curious about **tech and products**, eager to learn and grow.

If you want to know more about folk and how we work, the following sections are for you.

**Here's our hiring process for this role**:

- A 45-minute video call with Julie - Customer Success Manager to deep dive into role specifics such as required skills, knowledge, and abilities as well as working environment, and day-to-day life.
- A fully remote exercise to assess your process and analysis thinking alongside your strategic thinking. Followed by a 60min video call to discuss the exercise with Julie and Simo - cofounder.
- A 30-minute video call with Jean-Yves - cofounder to discuss our approach and vision and make sure there's alignment here as well.

Regardless of the position, our interview process typically consists of 5 steps and takes approximately 2.5 weeks to complete.

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