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Support Representative
il y a 2 semaines
About the role
We are seeking a Support Representative to join our growing Customer Support team. In this role, you'll serve as a key escalation point for complex customer inquiries and technical issues, ensuring timely, empathetic, and high-quality support that drives satisfaction, retention, and operational excellence. As a bilingual (English/French) Support Representative, you will play a critical role in supporting our French-speaking customers, ensuring they receive the same exceptional experience as all HqO users.
This position will enjoy a collaborative hybrid work model, with a minimum of three days per week (Tuesday-Thursday) in our London or Paris office.
What you'll do
- Respond to Tier 2 support tickets promptly and efficiently, meeting SLA targets without compromising on quality.
- Troubleshoot and resolve escalated customer inquiries with accuracy, empathy, and professionalism.
- Deliver exceptional customer experiences that result in high CSAT and contribute to overall retention and NPS.
- Act as a bridge between Support, Product, and Engineering teams, relaying insights that improve the product and customer experience.
- Contribute to the internal knowledge base by documenting new solutions, workflows, and product FAQs.
- Provide guidance and enablement to Tier 1 representatives to enhance team knowledge and performance.
- Participate in regular team huddles, coaching sessions, and company-wide rhythms, embodying HqO's culture and commitment to excellence.
What you bring
- Fluency in both English and French (written and spoken) - required to support our French speaking customer base.
- 3-5 years of experience in a customer support, technical support, or help desk role (SaaS experience strongly preferred).
- Proven troubleshooting and problem-solving skills, with strong attention to detail.
- Excellent communication skills, with the ability to translate technical information into clear, customer-friendly language.
- Experience using support ticketing systems (HubSpot is a pre.
- Ability to collaborate cross-functionally with Product, Engineering, and Account Management teams.
- A proactive, accountable, and empathetic mindset: driven to provide best-in-class customer experiences.
How to apply
For consideration, please submit your resume. We appreciate your interest in HqO and will be back in touch if it seems like your background and experience is a good fit
