Senior Customer Support - REMOTE

Jobgether

3d • Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Support - REMOTE. In this role, you will be instrumental in ensuring client satisfaction and success through effective technical support. You will engage with customers in both English and French while contributing to the development of internal knowledge bases and training resources. This position is a unique opportunity to impact customer experiences positively while working in a dynamic startup environment focused on outdoor activities. Collaborate with a dedicated team to drive customer retention and growth as we expand our innovative SaaS solutions.

Requirements

• 4+ years of experience in B2B software support or Customer Success; 5 to 10 years' experience is a plus.
• 2+ years of experience in live chat support.
• Fluent in both English and French (written and spoken) – advanced level is mandatory.
• Ability to work independently and handle multiple support tasks simultaneously.
• Excellent skill in fully grasping customer inquiries and addressing each aspect meticulously.
• Technical support level 2 capability is a plus.
• Strong communication and problem-solving skills.
• Ability to work under pressure and adapt to a constantly changing environment.
• Proven capacity to manage other support staff and take strategic initiatives is a plus.

Nice To Haves

• 5 to 10 years' experience is a plus.
• Technical support level 2 capability is a plus.
• Proven capacity to manage other support staff and take strategic initiatives is a plus.

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, navigating evolving challenges and priorities.

Benefits

• 100% remote work with flexibility.
• Full-time (40 hours per week); 8 hours per day.
• $1,100 - $1,500 USD per month (including a variable component).
• 18 vacation days + public holidays according to the employee's country of residence.
• Opportunity to grow within an expanding SaaS startup.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed