Senior Customer Support

This is a remote position.

We are a startup specializing in SaaS software for watersports and outdoor activity providers (dive center, watersports centers, bike rental, ski school, etc.) with a growing team. We are looking for a highly experienced and proactive individual to join our technical support and Customer Success team. You will work directly with clients in both English and French, helping to resolve issues and improve customer satisfaction.

Responsibilities:

• Providelive chat support(Intercom) inEnglishandFrench.

• Conductcustomer trainingin both languages

• Help reducechurnby recovering clients and identifyingupsellopportunities for products.

• Collaborate with the team to improve the knowledge base and internal processes.

• Manage customer inquiries independently and resolve issues quickly and effectively.

• Workproactivelyin a startup environment, with the ability to navigate evolving challenges and priorities.

Requirements

Requirements:

• 4+ years of experiencein B2B software support or Customer Success. 5 to 10 years' experience would be a plus.

• 2+ years of experiencein livechat support.

• Fluent in both English and French(written and spoken) – advanced level is mandatory.

• Ability towork independentlyand handle multiple support tasks simultaneously.

• Excellent skill in fully grasping customer inquiries, breaking them into manageable components, and meticulously addressing each aspect.

• Technical support level 2. Capacity and interest to handle complex technical problems or bugs would be a big plus

• Strongcommunicationandproblem-solvingskills.

• Ability towork under pressureand adapt to a constantly changing environment.

• Proven capacity to manage other support staff and take strategic initiatives is a plus.

Benefits

Location:100% remote work with flexibility.
Hours:Full-time (40 hours per week) ; 8h per day.
Salary:$1,100 - $1,500 USD per month (including a variable component)
Vacation:18 vacation days + public holidays according to the employee's country of residenceOpportunity to grow within an expanding SaaS startup.

Originally posted on Himalayas