Customer Care / Customer Support Specialist
You respond to inbound support requests from individual, corporate, and institutional investors across European markets. You resolve issues, triage escalations, improve AI-powered support workflows, maintain help-center documentation, monitor account health, gather client feedback, and develop scalable engagement strategies. You also identify recurring problems, improve support processes, and collaborate with Product, Engineering, and Operations.
Responsibilities
- Respond to inbound support requests across channels
- Resolve client issues and provide timely follow-up
- Design and improve AI-powered support workflows
- Triage and prioritize requests
- Escalate critical issues
- Create and maintain support documentation
- Monitor account health scores and triggers
- Gather client feedback for product and service improvements
- Design scalable client engagement strategies
- Identify recurring client experience problems
- Build internal playbooks and escalation procedures
- Analyze ticket trends and proactively surface answers
Requirements
- 1–2 years of experience in a support or customer care role
- Experience with Intercom Zendesk or similar support tools
- Excellent written and verbal communication
- Ability to handle multiple conversations simultaneously
- Ability to explain complex topics clearly
- Experience supporting clients across multiple European jurisdictions
- Fluency in French at native level
- Professional proficiency in English
Benefits
- Competitive salary
- Stock options
- Hybrid work
- Remote-friendly work arrangement
- 100% company-covered health insurance
- Latest-generation laptop
- Industry-leading software
- Monthly perks budget
- 50% public transport pass reimbursement or Forfait Mobilités Durables
- Referral bonus
- Regular afterworks
- Biannual offsites