Customer Support Specialist – Confirmé·e

🚀 Context & Mission

We are aiming to grow from €2M in ARR today to €10M within the next 18 months (5x growth). Our growth is driven by what we do best: deploying hardware solutions (cameras) and software platforms around our Waste and Safety products.

To support this acceleration, we are strengthening our Customer Success team with an experienced Customer Support Specialist, capable of handling customer requests with responsiveness, empathy, and rigor.

Your role: act as the bridge between incoming customer requests and our internal teams. You understand needs, anticipate blockers, find fast solutions, and help improve our processes on a daily basis.

You will join the Customer Experience team, made up of 5 CSMs and Léa, Customer Experience Director, who leads the team.

🎯 Your main responsibilities

1. Customer support & request management

• Handle customer requests across multiple channels (email, phone, chat (coming soon)).

• Identify the nature of each request—hardware or software—create and update the relevant tickets, and ensure proper internal coordination through to resolution.

• Maintain clear, proactive, and transparent communication throughout the process, both internally and externally. The goal: turn every interaction into a positive customer experience.

2. Internal coordination & continuous improvement

• Work closely with Operations, Product, Tech, and Customer Success teams.

• Document recurring issues and contribute to expanding our knowledge base.

• Surface relevant customer feedback to help improve our products and services.

3. Operational ownership & autonomy

• Manage multiple requests in parallel while maintaining a structured approach.

• Prioritize effectively based on urgency and business impact.

• Proactively suggest improvements to support tools and methods.

4. Structuring & performance tracking

• Help set up and optimize our support communication tools (Customer Support & Engagement platform, chat integration—examples of projects we want to develop).

• Define and track support KPIs (SLAs, resolution time, satisfaction, volume by channel, etc.).

• Standardize best practices and foster a strong culture of service quality.

👀 Profile we’re looking for

You enjoy understanding problems, helping others, and making sure everything runs smoothly.

You already have solid experience in a fast-paced environment (SaaS, startup, tech product) and now want to play a central role in customer satisfaction.

At Vizzia, we value responsiveness, transparency, and teamwork. We’re looking for curious, positive, and solution-oriented profiles.

What we’re looking for:

• 3–5 years of experience in customer support, customer success, or B2B customer relations

• Excellent written and verbal communication in French (professional English is a plus)

• Strong service mindset, pedagogical approach, and attention to detail

• Comfortable with SaaS tools (HubSpot, Notion, Jira, Slack, etc.) and curious about tech environments

• Ability to stay calm—and keep a smile—even when things speed up 😉

💡 What you’ll find at Vizzia

• A tight-knit, supportive, and ambitious team

• A key role in customer relationships, with real autonomy

• A culture focused on quality, collaboration, and continuous improvement

• Career growth opportunities within a fast-growing company

✌️ Benefits

• 🏡 Hybrid work

• 🏝 “Contrat cadre” and RTT (between 8-12 per year depending on the number of public holidays in the current year)

• 💻 A Mac or PC depending on your preferences

• 💸 BSPCE

• 🍜 60% coverage of meal vouchers worth €9 per worked day

• 🚃/🚲 Sustainable mobility allowance

• 🏥 Mutuelle (Alan)

• 💼 Offices located in central Paris (9th arrondissement)

• ☀️ Annual offsite with the whole team and plenty of company events