Customer Support Representative

365Talents; Paris; On-site; EUR 26,000 - 34,000; Full time

Benefits offered by this job

Mentoring

Small team

Cross-functional exposure

Growth mindset

Job summary

Ocus in Paris is seeking an entry-level customer support professional who is curious about photographers and restaurant businesses. You will communicate with ecosystem users via Intercom, handle inquiries, and collaborate with product and support teams to improve the user experience.

If you're early in your career, you bring strong writing skills, empathy, and a collaborative mindset, and you are ready to grow through coaching, QA reviews, and knowledge-base improvements.

Qualifications

• Entry-level role seeking junior profiles eager to learn Ocus operations.
• Strong written communication in English; additional languages a plus.
• Experience handling customer inquiries in a B2B SaaS environment is advantageous.
• Familiarity with chat tools and documentation systems is preferred.

Responsibilities

• Communicate with Ocus ecosystem users (photographers, restaurant owners, partners) via chat and email using Intercom.
• Follow up with Ocus teams on conversations needing action or escalation.
• Resolve inquiries related to usage, planning, billing, or account topics.

Skills

Customer service

Writing proficiency

English communication

Empathy mindset

Team collaboration

SaaS knowledge

Documentation tools

Intercom usage

Tools

Intercom

Knowledge base tools

Documentation system

Job description

This is entry-level job. We are looking at junior profiles ready to learn how Ocus is running and truly curious about photographers and restaurants business.

If you like to engage with marketplace users with natural communication style and empathy mindset.

If you want to have direct impact on user experience by enhancing knowledge and product understanding.

If searching for technical solution is natural approach for any challenges encountered.

Then you may be perfect fit for this role.

It's not your first rodeo! Even if you're early in your career you already had hands on managing customer inquiries, especially using chat conversation tools. You have prior experience with a B2B customer service environment - Saas Marketplace experience is a strong plus (any internship / alternance counts! )Excellent writing and communication skills in English - Any other language is a plus. You already have a supportive mindset, and empathy is your middle name. But you are also someone ready to adapt to the company culture and tone of voice recommendations. You're not afraid to own decisions and take initiatives to provide best-in-class customer service. Knowledge is power, and you know it. Using a documentation system, especially with LLMs, is no secret for you. You're open to feedback and ready to grow. Participating in workshops, coaching sessions, or any QA review is always an opportunity to learn. Everyone agreed that you're an accountable teammate because you never work alone and understand that collaborative working is how we reach objectives.

What you'll do

• Communicate with all Ocus ecosystem users (photographers, restaurant owners, partners) via chat conversations and emails using the Intercom platform.
• Follow up (update or elevate) in a timely manner with Ocus teams on any conversations that require actions not yet documented.
• Resolve users' inquiries related to how-to-use, planning, billing, technical or account topics.

Internal communication

• Provide proactive feedback on customer service environment (knowledge base, ticket trends, customer sentiment) and product CX based on content from your daily conversations with users.
• Support the support. You're part of a team, and your mates can also ask for advice or guidance.
• Attend and actively participate in coaching meetings, planned and led by Ocus support management team (workshops, ticket review, QA).

What we bring

• Small team structure - You want to sit and work next to the product team? Feel free.
• Experienced mentoring - People are ready to onboard you and share all relevant knowledge from day one.
• "On the same boat" culture - Business objectives are shared and we all follow them together.
• Expertise on visual-tech ressources for restaurant business - If you want to learn more about why visual assets are valuable for restaurants you're in the right place!