What You'll Do:

  • Respond to high volume of customer-submitted email requests, live chats and phone calls in a prompt manner
  • Troubleshoot and guide customers through website and mobile app usage
  • Stay up to date on new product features and improvements
  • Create and update user guides, FAQs, How-To videos and Webinars
  • Identify and communicate system issues to our QA and Development teams
  • Meet customer satisfaction, efficiency metrics and issue resolution targets
  • Recognize, document and report trends in customer communications and quality metrics
  • Collaborate with team members across Account Management, Product, and Engineering functions
What We Are Looking For: 

  • Bachelor's degree
  • 2+ years of SaaS customer service or call center experience preferred
  • Must be able to speak/write fluently in French and English
  • Stellar organization skills - nothing slips by you or falls through the cracks
  • Live chat experience a plus
  • Service Cloud experience a plus
  • Strong computer and troubleshooting skills
  • Basic knowledge of JIRA, HTML, CSS, Excel and SQL is a plus
  • Strong reading comprehension skills with the ability to identify the root cause of a problem
  • Customer-facing experience desired (retail, hospitality, online support, etc.)
What We Offer:

  • Access to Market Weeks to see the product in action
  • Collaborate with our teams in NY, LA, London, Madrid, Melbourne, Milan, Paris and Philadelphia
  • Need a break? Generous “My Time” policy - We want you at your best!
  • Regular social events, including happy hours, lunch & learns, company offsites, meetups and speaker series
  • Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth.