Customer Support Specialist

Role Overview

• Own customer support end-to-end
• Handle customer requests across chat (Intercom), email, and internal channels with speed, clarity, and precision
• Deliver accurate, actionable solutions tailored to each customer’s context
• Own the lifecycle of every request: from first response to resolution, keeping stakeholders informed throughout
• Lead technical investigation & issue triage
• Perform deep first-level investigations on complex topics (APIs, integrations, logs, AI-related behaviors, bugs)
• Distinguish between issues that can be solved directly vs. those requiring escalation
• Qualify, reproduce, and document technical issues with a high level of detail to enable efficient handoff to engineering
• Act as a translator between customers and technical teams
• Build strong product expertise & feedback loops
• Develop an in-depth understanding of the product, its architecture, and its evolving features
• Educate customers clearly on product capabilities, limitations, and best practices
• Identify recurring issues and patterns, and collaborate with Product & Engineering to improve the experience
• Improve support processes, tools & knowledge base
• Contribute to and maintain high-quality documentation (Help Center, FAQs, guides, tutorials)
• Propose and implement improvements to streamline workflows and automate repetitive tasks
• Take ownership of new ideas: test, iterate, and help shape how support operates at scale
• Monitor KPIs and continuously optimize support performance and efficiency
• Produce structured reporting on customer requests, trends, and pain points.

Requirements

• You have 2+ years of experience in customer support, ideally in a SaaS or startup environment
• Ideally, you have experience with CRM/phone provider integrations or a good understanding of Salesforce/HubSpot architectures.
• You have a strong technical mindset: you are comfortable working with APIs, logs, integrations, debugging, and understanding how systems interact (even if you’re not a developer)
• You enjoy working in small, fast-moving teams where you’re expected to take initiative and contribute beyond your scope
• You don’t just follow processes, you challenge, improve, and build them — with a strong AI-builder mindset, meaning you’re either already comfortable building and automating workflows using AI, or highly motivated to learn and leverage AI to drive efficiency and scale.
• You are fluent in French and English, both written and spoken
• You have excellent written communication: clear, structured, and adapted to different audiences (customers, product, engineering)
• You combine empathy and rigor: you care deeply about helping users, while maintaining high standards in execution
• You are curious, methodical, and persistent: you dig deep, ask the right questions, and don’t stop until the issue is solved
• You are autonomous, organized, and proactive, with the ability to prioritize and handle multiple topics without compromising quality.

Benefits

• Healthcare: Alan Blue insurance
• Perks: Gymlib & Beetogreen (bikes) preferential rates + RTT
• Parental Leave Soft Landing: Upon returning from maternity or paternity leave, you take 1 day off per week for the first 4 weeks to ensure a smooth transition (at full salary)