Customer Support Officer - French Native

Lengow; Nantes; Hybride; EUR 30 000 - 40 000; Plein temps

Résumé du poste

An e-commerce platform is seeking a Customer Support Officer in Nantes to provide functional and technical support to merchants. The ideal candidate should be fluent in English and French, have experience in support software, and possess strong customer service skills. This role offers flexible hours, remote work options, and various employee benefits including meal vouchers and insurance.

Prestations

Meal vouchers of 8 euros per day

Private insurance & Prevoyance

3 Remote days

Flexible hours

Bike mileage allowances or 50% transportation ticket

Remote allowances

Professional events and internal cohesion

Qualifications

• Fluent in English and French; Spanish, Dutch, or Italian is a plus.
• Experience in support software.
• Customer oriented, empathetic, and patient.
• Analytical and synthesis skills.
• Technical background or strong personal interest.
• Good interpersonal skills; team player.
• Autonomous, proactive, and resourceful.
• Ideally experience in e-commerce.

Responsabilités

• Provide functional and technical support to our merchants.
• Ensure merchants can use all features of the platform.
• Escalate issues to Technical Support team.
• Suggest updates or creation of customer documentation.
• Liaise with Customer Success Manager regarding difficulties.

Connaissances

Fluent in English and French

Experience in support software

Customer oriented and empathetic

Analytical and synthesis skills

Technical background or strong interest

Good interpersonal skills

Autonomous and proactive

Experience in e-commerce

Description du poste

🤓 Lengow, an intelligent and automated e-commerce platform :

Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

The Customer Success team is responsible for providing functional and technical support to merchants to help them make the best use of the Lengow platform and deal with any issues.

In this context, and in replacement of an internal transfer, Enzo, our Customer Support Manager, is looking for a Customer Support Officer.

⌨️ Your main tasks would be as follows :

• Provide functional and technical support to our merchants and ensure their satisfaction in the daily use of our Lengow/ Netrivals platform (by phone or ticketing tool) in a considerate accurate, timely and qualitative manner,
• Ensure that merchants can use all the features offered by our solution
• Escalate issues to our Technical support team : Reproduce, qualify and write summaries of the various incidents,
• Suggest customer documentation updates or creation in order to reduce the need for assistance.
• Liaise with the customer success manager in order to report and alert them in case of difficulties in using Lengow.

🪜 Hiring Process :

• HR interview with Alexandre our Talent Acquisition Manager
• Manager interview with Enzo, Customer Support Manager and Sophie (Head of support).
• Technical test with Enzo
• Reference check and offer.

🏹 We are looking for someone with the following experiences and skills :

• You are fluent in English and french (Spanish, Dutch or Italian is a plus)
• You have an experience in support software.
• You are resolutely customer oriented, empathetic and patient
• You are recognised for your analytical and synthesis skills,
• You have a technical background (or strong personal interest) and you like being a problem solver !
• You have good interpersonal skills, you know how to deal with all types of people and you like to work in a team
• You are autonomous, proactive and resourcefull
• Ideally you have experience in e-commerce

✨ Joining Lengow is also an opportunity to benefit from many advantages :

• Ticket restaurant 8 euros by day
• Malakoff Humanis Private insurance & Prevoyance.
• 3 Remote days
• Flexible hours
• Bike mileage allowances or 50% of transportation tickets.
• Remote allowances
• Professional events (Devoxx, Meetup ...) and regular internal cohesion.