- Ticket Handling: Respond promptly and professionally to customer inquiries and support tickets using our Intercom platform.
- Email Correspondence: Manage customer email communications with a profesionnal and solutions-oriented approach.
- Issue Resolution: Assist customers in resolving their inquiries, issues, or concerns effectively and efficiently.
- Product Knowledge: Develop a deep understanding of our products and services to provide accurate information and solutions to customers.
- Documentation: Keep detailed records of customer interactions, feedback, and recurring issues for analysis and improvement.
- Collaboration: Work closely with cross-functional teams (CSM, product, technicals, sales, etc.) to ensure customer issues are resolved and provide insights to enhance our products and services.
- Processes : Improve the efficiency of our processes and tools and launch initiatives to improve the quality of our service
- Global high quality services : Put yourself in the customer's shoes and provide the most suitable answer or solution according to their specific needs
- Performance Metrics Analysis : Use performance data and monitor Kpi's to identify areas of improvement and co-develop strategies to improve the service.
- Proven experience of at least 2 years in a customer care role, with a track record of creating and implementing premium customer careinitiatives in a SaaS BtoB environment.
- Excellent communication and interpersonal skills in both French and English
- Strong leadership with a focus on fostering a culture of premium customer carewithin the team
- Strong problem solving and ability to handle difficult situations while maintaining a focus on providing premium customer care service.
- Ability to analyse data and extract actionable insights to drive premium customer care strategies
- You are flexible, rigorous, have a positive attitude and want to contribute and have a real impact on your activity
- Competitive remuneration depending on profile + equity (BSPCE)
- In-depth training on ESG and sustainability topics
- Great office location in central Paris
- Blue-chip health insurance through Alan
- Subsidised meals and transport with Swile
- Regular team outings
- Screening call with Lana or Céline the recruiters (30")
- Technical and general interview with Charles (45")
- Case study to prepare at home
- Restitution of the case study with Charles and Marie, CSM (60")
- Validation call with Charles, COO (30")
Customer Care/Support Manager I Apiday I Startup SaaS I RSE - Paris, France - Ataguise
Description
Ataguise recrute pour Apiday Un startup qui propose une solution Saas B2B de reporting RSE, une vrai pépite en hyper croissance
After raising a big seed round from prominent European venture capital and impact firms, we are looking for our first Customer Care Manager to join our team in Paris.
The management team is experienced, ambitious and gathers serial entrepreneurs, investors and data scientists.
You will work directly with the Head of Customer Success and the whole team, helping Apiday deliver a best in class customer experience and support. This is a unique opportunity to join a fast-growing tech company determined to make a strong positive impact on the world.
As the first "care member" of the Customer team, your role is to be the greatest ally for our customers in achieving their sustainability goals. You will have the opportunity to help both our clients and facilitate the daily activity of the internal teams. You will play a central role and your primary responsibility will be to provide outstanding customer support through various channels :
You will have the following key responsibilities :
About you :
What we offer
Equal opportunity employer
Apiday is proud to be an equal opportunity employer with a clear vision: to be the place where a diverse mix of talented people want to come, to stay and do their best work. Promoting diversity, multiculturalism and inclusion is at the foundation of what we do. All qualified applicants will receive consideration for employment without regard to any of the fascinating characteristics that make us different.
Recruitment process