Senior Customer Support
我们是一个专业于水体育和户外活动提供商 （潜水中心，水体育中心，自行车租，滑雪学校等）的 SaaS 软件创业公司。我们正在寻找一个经验丰富的积极人士加入我们的技术支持和客户成功团队。你将直接与客户合作，以英语和法语帮助解决问题并提高客户满意度。责任：· 提供在线聊天支持(Intercom) 在英语和法国语言。· 进行客户培训两种语言 · 帮助减少失败通过恢复客户和识别产品的销售机会。·与团队合作，以改善知识库和内部流程。·独立管理客户查询并迅速有效地解决问题。·在创业环境中工作主动，能够导不断变化的挑战和优先事项。要求 要求：· 4年以上 B2B 软件支持或客户成功经验。5至10年的经验将是一个优势。· 2年以上现场聊天支持经验。·熟练使用英语和法语写作和讲话) 高级水平是强制性的。·同时可以独立工作和处理多个支持任务。· 熟练掌握客户的询问，将其分解成可管理的组件，并仔细处理每个方面。·技术支持水平 2.处理复杂的技术问题或错误的能力和兴趣是一个大优势。·强大的沟通和解决问题的技能。·在不断变化的环境下工作能力和适应能力。·经过证明的管理其他支持人员和采取战略举措的能力是一个优势。福利位置：100%远程工作灵活性。小时：全职 （40小时每周）;每天8小时。薪资：1,100美元至1,500美元/月 （包括可变的组件）. 假期：18个假日+根据员工居住国公开假日机会在不断扩张的 SaaS 初创公司中发展。最初发布于喜马拉雅山脉
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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 residence
Opportunity to grow within an expanding SaaS startup.
Originally posted on Himalayas