Senior Customer Support
J
JobgetherSaaS
Based in NetherlandsFull-TimeSenior
Salary1,100 - 1,500 USD per month
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Job Details
- Languages
- English, French
- Experience
- 4+ years
- Required Skills
- Analytical SkillsCustomer SuccessTroubleshootingRelationship managementTechnical support
Requirements
- 4+ years of experience in B2B software support, Customer Success, or a similar client-facing technology role.
- At least 2 years of experience providing live chat support.
- Fluency in both English and French, written and spoken, with an advanced level required.
- Strong ability to independently manage multiple customer requests and prioritize tasks effectively.
- Excellent analytical skills with the ability to understand complex customer issues, break them into manageable components, and provide accurate solutions.
- Experience with Level 2 technical support and the ability or willingness to handle complex technical issues and software bugs.
- Strong communication, problem-solving, and customer relationship management skills.
- Ability to remain effective under pressure and adapt quickly in a dynamic, evolving environment.
- Experience managing support teams or taking ownership of strategic initiatives is a plus.
Responsibilities
- Provide high-quality customer support through live chat and other communication channels in both English and French.
- Conduct customer onboarding and training sessions, helping users understand and effectively use the platform.
- Manage customer inquiries independently, investigate issues, and deliver efficient solutions with a strong focus on customer satisfaction.
- Handle complex technical support cases, including advanced troubleshooting and collaboration on bug resolution.
- Support customer retention efforts by identifying risks, recovering dissatisfied clients, and recognizing potential upsell opportunities.
- Collaborate with internal teams to improve the knowledge base, support workflows, and customer service processes.
- Take initiative in a changing startup environment by adapting to new challenges, priorities, and evolving customer needs.
- Contribute strategic ideas and support improvements to customer support operations.
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