Customer Support, SaaS
You are how our products sound to customers, and the best sensor we have for what is wrong with them.
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
Three things, and no template cover letter. This job is as much voice as writing, so we want to hear both.
- A video, 2 minutes maximum, to camera, introducing yourself. First half in English, second half in French, plus a few sentences in your third language if you have one. A phone is fine, we are not judging the picture
- 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
- Your CV, in English
No video, no review. You will spend your days on the phone with European customers: two minutes of your voice tells us more than a page of CV, and it saves you an interview that was never going to work.