Customer Support Officer

About the Role

As a Customer Support Officer in our fast-paced organization, you’ll ensure our clients have a fantastic experience with Yousign’s SaaS application. You’ll quickly qualify and redirect customer requests, handle communications during incidents, and work with teams to solve problems. Additionally, you’ll answer day-to-day questions and gather client feedback to share with the product team. Your proactive and friendly approach will make a real difference for our clients.

Your Missions

As a Customer Support Officer, your missions will be to:

- Request Qualification: Efficiently qualify and redirect a high volume of incoming customer requests.
- Support: Assist clients with Yousign’s SaaS application, adhering to SLAs for response and resolution times.
- Incident Management: Communicate effectively with clients during incidents and major bugs.
- Technical support: take ownership on minor incidents' first responses, and escalate incidents management to your counterparts in the technical team
- Feedback Collection: Identify trends and gather client feedback to share with the product team.

Your profile

As a true spokesperson for the company, you will be the first point of contact for our existing clients to help resolve problems and requests.

You already have a first experience in Customer Service or Support, ideally in a SaaS company, or in a web, tech or start-up environment with a high volume of cases
Your written and spoken communication is impeccable in German and English. French is plus.
You are at ease in multi-tasking and managing several problems at once, all while approaching your work with team spirit
You are at ease adapting yourself to new people and situations. For that, you’ll also need to be empathetic, autonomous and patient
You are detail-oriented, rigorous and have always wanted to grow professionally in a dynamic environment

Why Yousign?

Culture:

We take ownership, nothing is not our job
We learn fast, then adapt even faster
We fuel our instinct with data
We build success upon alignment
We keep it simple
We are pragmatic hybrid workers

Perks:

A management style that encourages autonomy and cohesion, through common Objectives and Key Results (OKR)
A supportive and dynamic work environment
Regular team events and an annual company meeting
Numerous perks & benefits, such as: lunch voucher, moka.care (mental health plateform), one charity day offered per year, great mutual and provident insurance, learning & talent development advantages, CSE, and more!

Selection Process

1. A 30min interview with Mélanie, Talent Acquisition Manager.
2. A 45minutes interview with Davy, Head of Customer Services & Mylène, Customer Support Officer
3. A Case Study to be prepared at home and presented Mylène & Marie, Customer Support Officer
4. A final interview with Davy
5. Meet the other team members