Junior SaaS Support Specialist

OCUS; Paris; On-site; EUR 30,000 - 48,000; Full time

Benefits offered by this job

Mentoring

Small team culture

Growth opportunities

Job summary

Ocus in Paris is hiring an entry-level Customer Support specialist to help photographers and restaurant partners use our marketplace effectively. You will engage with users via chat and email, document common inquiries, and collaborate with product and support teams to improve the user experience while growing your own knowledge and skill set.

We value curiosity, clarity in communication, empathy, and a collaborative attitude, with mentoring as part of the onboarding process and regular feedback

Qualifications

• Hands-on experience handling customer inquiries, especially via chat.
• B2B SaaS marketplace experience is a strong plus (internships count).
• Excellent writing and communication in English; other languages are a plus.
• Empathetic mindset and ability to adapt to Ocus culture and tone.
• Own decisions and take initiative to provide best-in-class customer service.
• Familiar with documenting knowledge, using LMS/LLMs for content.
• Open to feedback and growth, participate in QA reviews.
• Collaborative team player and accountable teammate.

Responsibilities

• Communicate with photographers, restaurant owners, and partners via chat conversations and emails using Intercom.
• Follow up with Ocus teams on conversations requiring actions not yet documented.
• Resolve inquiries related to how-to-use, planning, billing, technical or account topics.
• Provide proactive feedback on knowledge base, ticket trends, and customer sentiment.
• Support the support team; collaborate with teammates for guidance.
• Attend coaching meetings and QA reviews led by the support management team.

Skills

Customer service

Written English

Communication

Empathy

Tools

Intercom

Knowledge base tools

Job description

Ocus in Paris is hiring an entry-level Customer Support specialist to help photographers and restaurant partners use our marketplace effectively. You will engage with users via chat and email, document common inquiries, and collaborate with product and support teams to improve the user experience while growing your own knowledge and skill set.

We value curiosity, clarity in communication, empathy, and a collaborative attitude, with mentoring as part of the onboarding process and regular feedback