French Speaking Customer Support Specialist

Yoobic, Ltd. (Italy); Greater London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a motivated Customer Support Specialist to join their dynamic team in London. This role is perfect for someone who is passionate about customer satisfaction and technology, providing support to European clients. You will be pivotal in ensuring customer happiness by resolving technical issues and enhancing user experiences with the platform. With a hybrid work model and a culture that promotes growth and collaboration, this position offers an exciting opportunity to thrive in a fast-paced environment while contributing to meaningful projects that impact customers globally.

Benefits

Hybrid working (2 days in office)

33 days annual leave

Pension scheme

Vitality medical coverage

Dental and vision coverage

Mental health coverage

Life Assurance

Team events

Gym discounts

Regular training and coaching

Qualifications

• Passion for building customer relationships and providing world-class support.
• Previous experience in Customer Support in SaaS or Technical Support role.

Responsibilities

• Help customers use the YOOBIC platform and achieve their business goals.
• Respond to and troubleshoot incoming support requests professionally.
• Identify and report bugs to the product and development team.

Skills

Customer Relationship Management

Technical Support

Problem Solving

Communication Skills

Data Analysis

Team Collaboration

Bilingual (English/French)

Proactive Approach

Education

2+ years in Customer Support

Tools

Jira

Zendesk

Excel

Job description

Who we are…

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.

What we need…

We're hiring a motivated, bilingual (English/French) Customer Support Specialist to join our Customer Support team in London. This is a great opportunity for someone passionate about customer satisfaction and tech, to support our European clients.

As a Customer Support Specialist, you will work directly with our customers to answer their questions, and technical issues and provide support that will drive their adoption and satisfaction of the YOOBIC platform. You will be one of the pillars of our customer happiness and will work in close collaboration with our Customer Success, Customer Implementation, Product, Technical and Quality Assurance (QA) teams.

Our Customer Support team is spread across the world with our Head of Support based in London, where you will be working. If customer care drives you and you love to investigate and solve technical issues, this challenge is for you!

What you'll do…

• Help our customers to use the YOOBIC platform successfully and to achieve their business goals
• Respond to, troubleshoot or escalate all incoming support requests (including technical issues) from our customers via email, video calls, chat, our portal and/or phone in a professional manner and according to our Service Level Agreements (SLA)
• Communicate and keep our customers updated regularly
• Qualify, replicate and resolve inbound tickets
• Identify, reproduce and report bugs to our product and development team
• Be the advocate of the customer, and follow up on any open bug by taking into account the client’s business impact
• Use our customers’ feedback to qualify needs, and suggest improvements to make our apps even greater
• Work with our Customer Implementation and Customer Success teams to achieve the best Customer Satisfaction and be Customer Focused at all times
• Proactively contribute to our Help Center and internal tools, and the future success of Customer Support at YOOBIC
• … and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!

What you have...

• A genuine passion for building customer relationships and providing world-class support for a complex product
• A proactive approach with a positive attitude and a great team spirit
• Excellent oral and written communication skills in French and English as a minimum, Italian or Spanish is a bonus
• Good interpersonal and organisational skills
• Previous experience of a minimum of 2 years in Customer Support in SaaS or Technical Support role
• Ability to work in teams or individually as and when required
• Good Excel skills including VLOOKUP, and data analysis.
• You’re analytical, excited by technological advances and thrive when solving problems
• You’re excited by the prospect of working in a scale-up and fast-paced environment
• Strong interest in technology

We’d be particularly excited if you have…

• Experience with ticket management systems such as Jira and Zendesk
• Knowledge in Image Recognition, Deep Learning, and AI features

What we offer...

• Hybrid working (2 days per week in London office)
• 33 days annual leave (including bank holidays)
• Scottish Widow Pension scheme
• Vitality medical coverage - Including primary care, hospital care and additional mental health coverage
• Simplyhealth cash plan (includes dental and vision coverage)
• Healthy Mind EAP
• Short Term and Long Term disability coverage
• Life Assurance
• Critical Illness coverage
• Enhanced parental leave
• Team events including weekly breakfast, gourmet lunches and lots of social events
• Weekly free online HIIT sessions + gym discounts
• Regular training and coaching to make you even better in your role
  

We are an equal opportunity employer that values diversity and inclusion. We are committed to equal employment opportunities and we want to ensure that our recruitment process is accessible to everyone. If you have a disability or additional need that requires reasonable accommodations during the process please do not hesitate to let us know. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.