Customer Support Specialist (F/M)

Modjo; Paris; On-site; EUR 45,000 - 62,000; Full time

Job summary

Modjo is seeking a Customer Support Specialist to deliver fast, high-quality technical support and serve as the bridge between users and our product. You’ll own the full support lifecycle, ensuring customer satisfaction, product adoption, and scalable issue resolution.

You will work daily with the Engineering team on triage, bug reproduction, and clear context, helping prioritize fixes and improve reliability.

Qualifications

• 2+ years of experience in customer support, ideally in a SaaS or startup environment.
• Experience with CRM/phone provider integrations or Salesforce/HubSpot architectures is a plus.
• Strong technical mindset: comfortable with APIs, logs, integrations, debugging, and understanding systems.

Responsibilities

• Own customer support end-to-end: handle requests across chat, email, and internal channels with speed, clarity, and precision.
• Deliver accurate, actionable solutions tailored to each customer’s context.
• Own the lifecycle of every request from first response to resolution, keeping stakeholders informed.
• Lead technical investigation & issue triage: perform deep investigations on APIs, integrations, logs, and bugs.
• Distinguish between issues solvable directly vs. those needing escalation.
• Qualify, reproduce, and document issues to enable efficient handoff to engineering.
• Act as a translator between customers and technical teams.
• Build strong product expertise & feedback loops: understand product architecture and evolving features.
• Educate customers on capabilities, limitations, and best practices.
• Identify recurring issues and collaborate with Product & Engineering to improve experience.
• Improve support processes, tools & knowledge base: maintain documentation, guides, and tutorials.
• Propose and implement workflow improvements and automation.
• Take ownership of new ideas to shape support at scale.
• Monitor KPIs and optimize performance.
• Produce reporting on requests, trends, and pain points.

Skills

Customer support

SaaS

Technical mindset

Tools

CRM integrations

Salesforce

HubSpot

Job description

Our mission

The system is broken. Sales should be an art of relationship building and strategy, but it has become a bureaucratic science. Exceptional talents have been turned into accountants, drowning in administration, CRM, and reporting. At Modjo, we exist to break these chains and transform the B2B sales profession. If you want to build the product that will make salespeople invincible and redefine an industry: Welcome aboard.

About us

Imagine a sales team that works smarter, closes deals faster, and constantly grows its skills.

That's what Modjo makes possible.

Modjo is an AI-powered platform that captures and analyzes sales conversations to help sales teams perform better: less admin, more impact. We give sales back to salespeople.

At Modjo, we're not just building a product — we're challenging how sales performance is defined, measured, and improved.

We believe performance doesn't happen in dashboards. It happens in action.

Join us, and you'll play a key role in shaping the future of sales for Mid & Enterprise companies across Europe, within a fast-growing and ambitious B2B SaaS company.

Our culture

Continuous learning : Raise the Bar (Excellence as a standard)

We care deeply about quality, in our product, our decisions, and the people we hire. \"Good enough\" isn't good enough. We continuously challenge ourselves and each other to do better, think sharper, and aim higher.

Team Spirit, with Honest Feedback

We believe great teams are built on trust, candor, and collaboration. Feedback is not optional — it's how we grow.

User First. Always.

Everything we build starts with the reality of sales teams in the field. We obsess over real user problems, not theoretical ones.

Entrepreneurial Mindset

We act like owners. We don't wait for perfect conditions to move forward. Autonomy comes with accountability.

About the Role

We're looking for a Customer Support Specialist to deliver fast, high-quality, and technically sharp support while acting as the frontline bridge between our users and our product.

This is a high-impact role within the Client Success team (alongside Customer Success Managers): you'll own the full support lifecycle and play a critical role in ensuring customer satisfaction, product adoption, and issue resolution at scale.

You'll work hand-in-hand with the Engineering team on a daily basis : triaging complex technical issues, reproducing bugs, providing clear and structured context, and ensuring fast, high-quality resolutions. You'll act as a key connector between customers and engineers, helping prioritize fixes, clarify edge cases, and improve overall product reliability.

You'll be working in a small, entrepreneurial team , where ownership is real and ideas are expected, not optional. You won't just execute processes; you'll help build them.

Your mandate is clear: resolve complex customer issues with precision, collaborate deeply with Engineering to unblock technical challenges, and continuously improve support processes and product feedback loops.

Your Mission

1. Own customer support end-to-end

• Handle customer requests across chat (Intercom), email, and internal channels with speed, clarity, and precision


• Deliver accurate, actionable solutions tailored to each customer’s context


• Own the lifecycle of every request: from first response to resolution, keeping stakeholders informed throughout

2. Lead technical investigation & issue triage

• Perform deep first-level investigations on complex topics (APIs, integrations, logs, AI-related behaviors, bugs)


• Distinguish between issues that can be solved directly vs. those requiring escalation


• Qualify, reproduce, and document technical issues with a high level of detail to enable efficient handoff to engineering


• Act as a translator between customers and technical teams

3. Build strong product expertise & feedback loops

• Develop an in-depth understanding of the product, its architecture, and its evolving features


• Educate customers clearly on product capabilities, limitations, and best practices


• Identify recurring issues and patterns, and collaborate with Product & Engineering to improve the experience

4. Improve support processes, tools & knowledge base

• Contribute to and maintain high-quality documentation (Help Center, FAQs, guides, tutorials)


• Propose and implement improvements to streamline workflows and automate repetitive tasks


• Take ownership of new ideas: test, iterate, and help shape how support operates at scale


• Monitor KPIs and continuously optimize support performance and efficiency


• Produce structured reporting on customer requests, trends, and pain points

Who you are

• You have 2+ years of experience in customer support , ideally in a SaaS or startup environment


• Ideally, you have experience with CRM/phone provider integrations or a good understanding of Salesforce/HubSpot architectures.


• You have a strong technical mindset : you are comfortable working with APIs, logs, integrations, debugging, and understanding how systems