Customer Care Specialist

Team; Paris; Hybride; EUR 40 000 - 56 000; Plein temps

Avantages offerts par ce poste

Fully remote in Europe

Career development & training

Résumé du poste

Kolsquare, a leading influencer marketing software, is seeking a Customer Care Specialist to join the Revenue Team. Based anywhere in Europe with full remote work, you will support clients, guide them through onboarding, and help them maximize success with Kolsquare.

You will train users, create and update knowledge base articles, collaborate with Product & Tech, and drive initiatives to improve client satisfaction.

Qualifications

• Fluent in English and German or Spanish, both written and spoken.
• Experience in Customer Care or Customer Support within a B2B SaaS environment.
• Strong soft skills: empathy, organized, self-motivated and autonomy.
• Excellent writing and speaking to represent the company.
• Ability to handle high volume of customer requests with prioritization.

Responsabilités

• Answer support tickets and follow up on client issues.
• Train clients during onboarding and subscription updates (weekly and on-demand).
• Update and redact knowledge base articles with tips and recent developments.
• Coordinate with Product & Tech teams and follow established processes.
• Participate in side projects to improve the Customer Care organization and tools.

Connaissances

Fluent English

German

Spanish

Customer care experience

Empathy

Organized

Autonomy

Digital marketing interest

Outils

Intercom

Description du poste

ABOUT KOLSQUARE

Kolsquare is the leading Influencer Marketing software solution in Europe, trusted by marketing professionals to manage KOL (Key Opinion Leader, also known as influencer) marketing campaigns. Our platform is designed to optimize brand communication strategies, addressing the challenges of the digital era.

With Kolsquare, professionals can seamlessly identify the most suitable KOL profiles, manage their campaigns from start to finish, and analyze their results and performance metrics.

Kolsquare leverages cutting-edge Big Data, AI, and Machine Learning technologies to empower hundreds of clients—including Coca-Cola, Danone, Publicis, Orange, Sézane, and Decathlon. We help brands forge meaningful partnerships with over 3 million KOLs who have 5,000+ followers across 180 countries on platforms like Instagram, TikTok, Twitter (now X), Facebook, Snap, and YouTube.

In 2024, Kolsquare became part of the team.blue group, one of Europe’s largest private tech companies. This partnership amplifies our commitment to innovation, excellence, and our continued trajectory of exceptional, profitable growth.

KOLSQUARE MISSION

Kolsquare is proud to be a Benefit Corporation, certified B-Corp in 2024.

Our mission is to help you realize your full potential while making a positive impact on the world.

Influencer Marketing is hailed as a revolutionary $30B industry that has transformed the media and digital landscape. It is both a goldmine of opportunity and a field surrounded by myths and uncertainties. While everyone acknowledges its impact on brand awareness and customer acquisition, not everyone knows how to harness its potential effectively.

At Kolsquare, we believe wholeheartedly in the power of this new media. We see it as the most impactful way for ideas, individuals, and organizations to grow and achieve their greatest potential. Furthermore, we believe it is an incredible tool to create meaningful, positive change for a better world.

Our mission is simple: to make the power of KOL Marketing accessible to all.

KOLSQUARE CULTURE & VALUES

• Deliver WOW


• Be Responsible in your actions


• Pursue Growth & Learning


• Be passionate and determined


• Share your Power, Knowledge & Wealth


• Build Authentic relationships

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

More info about culture here in our Culture Book.

YOUR ROLE

As part of the Revenue Team, you will be in charge of support, train and help the clients all along their journey with Kolsquare in order to maintain an excellent satisfaction and avoid clients from churning.

You will assist the Customer Care Team Lead on daily worklife and projects about the Care.

Your Key responsibilities :

• Answering support tickets and following client’s issues


• Train the clients during their onboarding but also during their subscription to Kolsquare (weekly training, spontaneous training)


• Update and Redact articles for our knowledge base articles (Help Center) with tips, instructions and most recent developments to enable customers being experts


• Follow processes and organization with the Product & Tech Team.


• Participate to side projects in order to develop the Customer Care organization, tools and processes (like new touch points initiatives or the monitoring of the Customer Satisfaction)

YOUR PROFILE

Mus-haves

• You are fluent in English and either German or Spanish, both written and spoken


• You have a first experience in Customer Care or Customer Support within a B2B SaaS environment.


• You have strong soft skills: empathy, organized, self-motivated and autonomy, enthusiastic, open-minded, proactive


• You have a strong attention to your writing and talking as you represent the company through your messages and meetings


• You are comfortable managing a high volume of customer requests, prioritizing effectively and staying organized


• You have an interest for digital marketing, social media and/or influencer marketing


• You want to join an adventure more than a job! Kolsquare is a benefit company, with a general interest ambition that goes beyond our profitability goals: positively impact the world.

Nice-to-haves

• Experience with Intercom


• A third language is a plus

WHAT WE OFFER?

We are meant to work together if :

• You can be based anywhere in Europe.


• Full flexibility: full remote work with European hubs and 400+ coworking spaces worldwide.


• Monthly and quarterly highlights in person to get together with other Kolsquarians for great team building events.


• A package linked to the market that will not be based on your location.


• The stability and resources of a profitable group, with the agility of a scale-up.


• Continuous training opportunities and career development support.

THE RECRUITMENT PROCESS

1. HR screening interview with Agathe, talent acquisition Manager (20-30min)


2. Hiring manager interview and case study interview with Vincent, Head of Care and Lauriane, our VP Client (60 min)


3. Coaching interview with Julien, our CRO (30-45min)


4. Final interview with Quentin, our CEO (30min)


5. Reference checks