Sector :  People (Education, HR)

Organization : 50 employees

Core business : SaaS coaching solution for professionals

Key facts : 200 certified coaches, 28 languages spoken, tailor-made programs

 

MISSION

To assist users in their daily usage of the solution, shape their experience through the launch of the necessary toolset.

 

OUTCOMES

  • Provide fast and efficient answers to clients, coaches, participants questions and requests through email and phone (10/15 tickets per day)
  • Build and drive the support toolset: benchmark and implement the appropriate Customer Support tool along with the CSP team
  • Set KPI’s and ensure they are respected at company level (SLA definition, escalation procedures, crisis management and communication, etc)
  • Analyze usage and business trends to trigger the necessary responses from the CSP, Product or Sales teams
  • Grow the available knowledge content in the FAQ tool based on thorough analysis of frequent/recurring requests from users
  • Ensure both internal teams and final users are fully knowledgeable about the potential of the product offer by communicating on new features and sharing usage patterns
  • Proactively engage our users on their usage habits

QUALIFICATIONS

  • Very good knowledge of support and ticket management tools (Intercom, Zendesk, Freshdesk)
  • Excellent sense of customer service and problem solving skills
  • Track record of launching a customer support tool
  • Fluent in English (C1 level)

SKILLS

  • Very good oral and written communication
  • Ability to prioritize and organize your work
  • Logical mind
  • Willingness to provide the best customer service

BENEFITS & REMUNERATION

  • Attractive 

WHEN?

  • ASAP

WHERE?

  • Paris

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