Open role
Customer Support, SaaS
You are how our products sound to customers, and the best sensor we have for what is wrong with them.
Rabat, on site 5 days over 7Permanent contract, 44h/week, Thursday and Friday off
We run several SaaS products in parallel, with users across several European countries. They write, they call, and they expect an answer that fixes it the first time.
This is not a call centre. You will not read from a script: you will understand the product well enough to answer properly, and bring back to the team what customers actually hit.
What you will actually do
- Handle customer requests by phone, email and chat, across several products at once. Understand the question before answering, then answer for good.
- Qualify what comes in. Tell an incident from a misunderstanding, a bug from a training gap. Write a ticket an engineer can pick up without calling you back.
- Review the products with the team. You join the reviews: you are the only person who sees every day what actually breaks, and that feedback is worth more than any meeting.
- Own the knowledge base. An answer written twice is a missing documentation page.
- Help shape our own support tool. We are building it. You will be its first user and its best source of requirements.
To apply
Two things, and no template cover letter. We judge on the writing and on the voice.
- Your CV, in English
- A two paragraph message, one in French and one in English, answering this customer: *"I have been locked out of my account for three days, nobody replies, I am going to cancel."* Write the reply you would actually send
- Tell us which languages you speak and at what level, without rounding up
No bilingual customer reply, no review. It is the exercise, not a formality: it shows us in two minutes what an interview takes an hour to reveal.