Customer Experience Representative FR

About us

lemlist is the sales engagement platform that gives sales teams the unfair advantage they deserve.

Bootstrapped since day one, we've grown from 0 to $35M ARR in 6 years, without raising a single dollar.

Today, we're a profitable B2B SaaS company valued at $150M, trusted by 40,000+ sales teams worldwide to book more meetings and close more deals.

The role: Customer Experience Representative

We're looking for someone curious, empathetic, and solution-oriented to support our users across the entire lemlist ecosystem. Your role will be to help, unblock, and guide users — making sure they feel supported, confident, and successful every step of the way.

You'll collaborate daily with Tech Support, Product, Marketing and Sales, making sure voice-of-customer insights are heard and transformed into improvements that make our product experience better for everyone.

What you'll do

• Be the go-to person for users needing help answering questions, troubleshooting issues, and guiding them through lemlist, lemwarm, and lemcal so they can confidently achieve their goals.

• Deliver support primarily through live chat and email, and occasionally via calls — always focused on fast, clear, and empathetic resolutions.

• Spot recurring pain points or blockers and flag them proactively to Product, Tech, or Marketing — helping improve our documentation, UX, and product features.

• Take ownership of user retention by helping customers adopt best practices, overcome obstacles, and continuously get value from our tools.

• Ensure every interaction ends with a satisfied and confident user maintaining high CSAT and creating a smooth, effortless support experience.

Your first year at lemlistMonths 1–3: Learn and ramp-up

• Follow a structured onboarding plan to get familiar with our product, tools, and processes,

• Receive support and guidance from your team mentor,

• Gradually start handling your first user tickets with supervision,

• Main objective: Gain confidence and master the product and support processes.

Months 3–6: Grow and take ownership

• Take on more complex and technical user requests,

• Start leading conversations with users via video or phone when needed,

• Deepen your understanding of customer needs and edge cases,

• Main objective: Become fully autonomous in ticket handling and user communication.

Months 6–12: Contribute and have impact

• Lead a side project based on your strengths and interests (e.g. FAQ improvements, process automation),

• Proactively track and contribute to your impact: CSAT, activation and churn reduction,

• Share valuable product feedback based on user insights and suggest improvements,

• Main objective: Become a key voice in the team — both for users and internally.

Who are you?

• You love building strong relationships with users and understanding their needs,

• You can communicate complex ideas simply, both in writing and on calls.

• You're comfortable managing multiple conversations while maintaining a high standard of support,

• You're curious, proactive, and eager to learn in a fast-paced environment,

• You're fluent in both English and French, written and spoken.

What's in it for you ?

• Competitive salary + company bonus

• 37 days of holidays/year (+3 days offered by lempire)

• Alan Blue: Comprehensive 100% premium medical coverage for you and your family

• Swile Meal Tickets: Enjoy daily meal tickets to fuel productivity

• Navigo Card: Seamless commuting with a 100% covered Navigo card

• Gear: Get the laptop tools and equipment you need for your job

• Team building: We all meet once per year at really cool places around the world (you can check our video here ;)

Recruitment Process

• Interview with Victoire our Talent Acquisition Manager

• Interview with Guillaume, our VP Customer Experience

• Business Case (async.) + Live Q&A with your future Team lead

• Final round : Charles (our CEO) or Oriane (our Chief of Staff)

• Reference Check

• Offer

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