Customer Support Representative

**About SpendHQ**

SpendHQ is a fast-growing and dynamic Procuretech Scale-up with an incredible, collaborative company culture. Our team is constantly innovating - we invented performance management for procurement, and we are a market leader and innovator in spend analytics. We provide procurement teams with the tools they need to drive value for their organization, and we have fun doing it.

The SpendHQ SaaS solution has been on the market for over 10 years. Our clients are recognized market leaders from mid-size organizations to large, multinational corporations. There are 20,000+ SpendHQ users across 500+ global clients.

It is thanks to each of our employees that we are where we are today. We proudly have more than 120+ team members in 10 countries with headquarters in both Atlanta and Lyon. But we are not stopping here. SpendHQ is taking on new challenges and we look forward to continuing to grow the company and team.

**Where would you fit in the team?**

As a Customer Support Representative, you will play a key role in ensuring our clients receive top-tier support for our data-centric procurement software. Acting as a product expert, you will provide solutions with professionalism, accuracy and empathy, helping clients maximize the value of our platform. In this role, you will collaborate closely with Engineering, Product, and Business Intelligence teams to address client inquiries, troubleshoot issues, and enhance workflows.

**What will your job entail?**
- As a procurement product expert, you’ll provide essential input to our processes and workflows to ensure we continue to bring the highest level of support to our clients.
- Provide solutions and services support for complex, data-centric software in a friendly, professional, intelligent, and empathetic manner.
- Triage and escalate complex and urgent questions, issues, and requests to appropriate team.
- Monitor possible bug tickets as they move through development toward resolution and manage client expectation.
- Deliver amazing service to our clients via ticketing system; offering education and guidance ensuring our clients consistently experience the value of the product
- Use appropriate channels to relay client feedback to SpendHQ product and operations teams for continuous product and services improvement.

**What experience and skills do you need to succeed?**
- 2+ years working closely with Software Development, Product, Delivery and Customer Success teams
- Hands-on experience with software support tools such as Confluence, JIRA, Zendesk, Freshdesk, Service Desk, etc.
- Proven ability to triage and manage customer requests in alignment with support SLAs
- Strong problem-solving mindset with developed analytical and creative thinking skills
- Highly organized, process-driven, and comfortable in a fast-paced, evolving environment
- Effective and empathetic client communication throughout the support lifecycle
- Strong understanding of SaaS environment including integrations and user experience
- Experience collaborating cross-functionally with Engineering, Product, Client Success and Business Intelligence teams as a client advocate
- Ability to prioritize, troubleshoot, and escalate issues with a high attention to detail and documentation
- Comfortable maintaining and contributing to internal knowledge bases and wikis
- Fluent in English and French, with excellent communication skills (both written and verbal)
- Technical background or familiarity with SFTP setup, SSO configuration, and API integrations

**Why do people love working at SpendHQ?**

At SpendHQ, we are:

- **Stronger Together** - Everyone plays a vital role at SpendHQ. We deliver more success through shared goals and mutual support. We work diligently to break down silos and collaborate.
- **People Focused** - We care about those we work with and those we serve. We strive for strong results, but not at the expense of people.
- **Our Best Every Day** - We act with authenticity, integrity, dependability, and empathy. We are transparent with clients and each other. We foster an environment full of humble, fun go-getters who approach every day as an opportunity to be their best.
- **Customer Obsessed** - Our customers are the reason for our success. We work hard to provide solutions that make their lives easier and help them achieve extraordinary things.
- **Bold in Action** - We believe in taking daring moves. We do everything with enthusiasm because we know our work is meaningful.

**What do you need to know?**

Salary commensurate with experience. This is a full-time, salaried position with a competitive benefits package. The role reports to Susan Inglis, Customer Support Manager based in the US. The position is based in Lyon, our EMEA headquarters.