Senior Customer Support

Bloowatch; United States; Remote; USD 12,000 - 17,000; Full time

Benefits offered by this job

100% remote work

40 hours per week

18 vacation days + public holidays (as

Job summary

Bloowatch is seeking a highly experienced Technical Support and Customer Success professional to join our remote team. You will work directly with clients in English and French to resolve issues and improve satisfaction within a growing SaaS platform for watersports and outdoor activity providers.

Responsibilities include providing live chat support via Intercom, conducting bilingual client training, reducing churn, and contributing to knowledge base improvements.

Qualifications

• 4+ years of experience in B2B software support or Customer Success.
• 2+ years of experience in livechat support.
• Fluent in both English and French (written and spoken).
• Ability to work independently and handle multiple support tasks.

Responsibilities

• Provide live chat support (Intercom) in English and French.
• Conduct customer training in both languages.
• Help reduce churn by recovering clients and identifying upsell opportunities.
• Collaborate with the team to improve the knowledge base and internal processes.
• Manage customer inquiries independently and resolve issues quickly and effectively.
• Work proactively in a startup environment with evolving challenges.

Skills

B2B software support

Customer success

Live chat support

English & French fluency

Communication skills

Independent multitasking

Tools

Intercom

Job description

This is a remote position.

We are a startup specializing in SaaS software for watersports and outdoor activity providers (dive center, watersports centers, bike rental, ski school, etc.) with a growing team. We are looking for a highly experienced and proactive individual to join our technical support and Customer Success team. You will work directly with clients in both English and French, helping to resolve issues and improve customer satisfaction.

Responsibilities

• Providelive chat support(Intercom) inEnglishandFrench.

• Conductcustomer trainingin both languages

• Help reducechurnby recovering clients and identifyingupsellopportunities for products.

• Collaborate with the team to improve the knowledge base and internal processes.

• Manage customer inquiries independently and resolve issues quickly and effectively.

• Workproactivelyin a startup environment, with the ability to navigate evolving challenges and priorities.

Requirements

• 4+ years of experiencein B2B software support or Customer Success. 5 to 10 years' experience would be a plus.

• 2+ years of experiencein livechat support.

• Fluent in both English and French(written and spoken) – advanced level is mandatory.

• Ability towork independentlyand handle multiple support tasks simultaneously.

• Excellent skill in fully grasping customer inquiries, breaking them into manageable components, and meticulously addressing each aspect.

• Technical support level 2. Capacity and interest to handle complex technical problems or bugs would be a big plus

• Strongcommunicationandproblem-solvingskills.

• Ability towork under pressureand adapt to a constantly changing environment.

• Proven capacity to manage other support staff and take strategic initiatives is a plus.

Benefits

Location:100% remote work with flexibility.
Hours:Full-time (40 hours per week) ; 8h per day.
Salary:$1,100 - $1,500 USD per month (including a variable component)
Vacation:18 vacation days + public holidays according to the employee's country of residence

Opportunity to grow within an expanding SaaS startup.