Master Trustpair’s product and act as the go-to expert for simple to complex functional queries (how it works, expected behavior, service questions)
Contribute to level 1 support: investigate, clarify, troubleshoot, propose workarounds, and escalate to Level 2 when needed
Deliver a premium customer experience across regions (Europe, US) with crisp, timely communication
Ensure Service Level Agreements are met: fast first responses, proper follow-ups, and smooth collaboration across teams
Build and maintain high-quality knowledge content (Help Center + internal documentation) used by customers and Trustpair teams
Create scalable enablement assets (self-serve videos, interactive materials) that help users adopt features with confidence
Run or co-run webinars focused on new/flagship features to drive adoption and reduce repetitive support requests
Monitor and improve our AI-powered support automation (Intercom Fin AI) to handle Level 1 queries with high satisfaction
Surface structured customer insights and recurring pain points to help shape product improvements
Optimize customer care processes, tools, and workflows as the team and customer base scale

2+ years in a customer-facing role (support, customer care, customer ops) in a SaaS / IT environment, including Level 1 support ownership
Strong functional troubleshooting: you can break down a problem, ask the right questions, and move from symptoms → root cause → next best action
Experience with ticketing tools (Intercom and/or Jira is a plus)
Proven ability to create clear, engaging user-facing content (Help Center articles, tutorials, training materials, videos/webinars)
Fluent French and English (written + spoken), comfortable liaising daily with stakeholders in both languages
Customer-first mindset: empathy, calm under pressure, and a “let’s fix this” attitude
Autonomous, proactive, organized, you prioritize well and keep quality high in a fast-paced environment

Flexible remote policy (with 2 days/month in Paris)
A central role in a small, growing team with real ownership on product adoption company-wide
A job that mixes support + enablement + continuous improvement (no two days are identical, in a good way)
Work with modern tools: Intercom (Fin AI + AI Copilot), Jira, Productboard, Forest Admin, Metabase/Looker
A collaborative environment with a flat structure, where everyone’s voice is heard
Trustpair is in scaling phase with career opportunities in France and internationally
A talented team with senior colleagues you can learn and work with
Inclusive environment with cultural diversity and parity

Customer Support, Knowledge Specialist

Key skills