Customer Support

• Assist customers with their requests, direct them to the appropriate resources, and provide suitable responses
• Handle incoming and outgoing calls, as well as chats, from individual and/or business customers
• Welcome customers and respond to their inquiries
• Qualify and document requests
• Complete internal training on tools and methodologies
• Work 35 hours per week, including Saturdays

Customer Support Advisor

• Lead Tiime’s operational strategy in close collaboration with senior management
• Analyze, structure, and optimize operational processes to ensure service quality, compliance, and the scalability of customer-facing teams
• Manage and coordinate the various team managers
• Lead recruitment for the Operations teams
• Ensure the professional development and skills growth of the various teams
• Define, monitor, and analyze strategic KPIs
• Propose concrete action plans
• Collaborate with the Product, Tech, Finance, and HR teams to improve the customer experience and operational efficiency

Customer Service Manager

• Lead the Customer Service and Checkout team on a daily basis
• Ensure a high standard of customer service and support
• Ensure the accuracy and reliability of checkout and refund transactions
• Organize the team's activities to ensure smooth and efficient checkout operations
• Participate in recruitment, train, and engage team members
• Ensure the proper management of safes, cash floats, and banking transactions
• Comply with audit and security procedures

Customer Service and Checkout Manager

• Install, integrate, and configure TheGreenBow VPN solutions, including VPN clients and post-quantum VPN
• Deploy and configure server solutions on customer networks
• Perform remote and on-site deployments
• Conduct product demonstrations during the pre-sales phase
• Support sales teams in qualifying projects and developing service proposals
• Manage proof-of-concept projects and answer customers’ technical questions
• Deliver high-value Customer Experience services, including tailored projects, training, and skills development support
• Help customers adopt, use, and optimize the solutions in their day-to-day operations
• Document deployment processes and configurations
• Escalate customer needs and feature requests to Product Management to inform the product roadmap
• Contribute to competitive intelligence and analysis of products available on the market
• Understand and apply regulations, including ANSSI requirements, RFCs, and FIPS standards
• Monitor technological developments and identify their potential benefits for the company

Senior Customer Experience Engineer

• Respond to inquiries from professional clients and key accounts by phone and in writing
• Handle requests from start to finish, including complex or sensitive situations
• Support and help professional clients and key accounts develop their knowledge, particularly for Level 2 support matters
• Build trusted relationships and provide follow-up through to resolution
• Analyze technical and product issues and identify their root causes
• Test and qualify issues reported by clients before escalation
• Open and track tickets with the Product team
• Monitor releases and product developments
• Coordinate with various internal stakeholders when necessary
• Identify pain points and recurring needs
• Analyze listing data, including rankings and performance
• Share feedback with the Product and Tech teams
• Contribute to the continuous improvement of products, services, and processes
• Help expand and update the knowledge base

B2B Customer Care Specialist – 6-Month Fixed-Term Contract

• Directly manage Customer Support Specialists
• Lead daily rituals, daily meetings, and individual KRs
• Maintain team motivation and conduct 1:1 meetings
• Monitor performance and support career development
• Ensure real-time allocation of Intercom and phone queues
• Manage SLAs, including response time, resolution time, and ticket volume
• Analyze CSAT/DSAT customer feedback and de-escalate critical cases
• Respond directly to the most complex tickets
• Participate in recruitment and ensure effective onboarding for new hires
• Collaborate with the Quality Manager and Knowledge Manager to implement the quality framework
• Enrich the single source of truth in Notion
• Identify recurring contact reasons and customer pain points
• Escalate friction points to the Customer Care Operations Manager
• Contribute to improving the AI bot, team training, and workflow optimization
• Work with the Quality Manager and Care Operations Manager to escalate operational friction points

Customer Care Team Lead

• Perform all sales administration activities while ensuring the highest level of customer satisfaction
• Enter orders and arrange deliveries
• Track cases through invoicing
• Follow project orders through to the manufacturer file
• Handle disputes
• Act as the liaison between customers, Accounts Receivable, the logistics team based in Berlin, and sales representatives
• Manage and process orders through the systems
• Resolve discrepancies
• Maintain close contact with all involved parties to ensure timely and accurate deliveries
• Assist customers as needed
• Collaborate with a team of nine people reporting to the Customer Service Manager

Customer Service Representative, Sales Administration Assistant

• Resolve customer inquiries and provide personalized support
• Advise and guide customers on using and configuring the Everwin GX business management software
• Configure the software in MS SQL Server to ensure optimal performance
• Support consultants on their projects
• Participate in occasional development assignments
• Contribute to the knowledge base with best practices, tips, and procedures
• Monitor GX updates
• Use CRM tools, remote access tools, the knowledge base, and the customer portal

Customer Service Advisor

• Promote the image of client companies and build customer loyalty through the quality of written chat responses
• Support chat-based travel information advisors with procedures, tools, and best practices
• Help process requests and handle both front-office and back-office activities
• Independently manage complex situations
• Monitor production KPIs and alert management in the event of difficulties
• Receive requests via chat and make outbound calls when necessary
• Identify the purpose of each chat and respond to customer requests
• Sell suitable solutions and identify additional sales opportunities
• Monitor customer interactions and optimize chat duration
• Manage customer cases in the back office and prepare reports, letters, emails, and after-sales support materials
• Provide regular reports to management
• Train and support new employees
• Contribute to the continuous improvement of customer service and process optimization
• Support the Team Leader with reporting, scheduling, workflow management, and skills development
• Participate in the testing and deployment of AI tools for customer relations

Customer Relations Expert – Chat, Back Office

• Lead and support a team of 20 to 40 customer service advisors
• Drive daily productivity and quality targets
• Analyze production data and performance indicators, identify gaps, and implement corrective actions
• Participate in the recruitment and onboarding of call center advisors
• Assess advisors’ performance and ensure their ongoing training and skills development
• Prepare and facilitate team meetings and management routines
• Handle selected calls, particularly in conflict situations
• Ensure compliance with certifications, standards, labels, procedures, and quality processes
• Create, optimize, and distribute production schedules
• Assign advisors daily based on call volumes
• Manage leave, absences, and lateness
• Collaborate with external service providers
• Provide reporting to management and client operations departments
• Contribute to the testing and deployment of AI tools for customer service and share field feedback

Customer Support jobs in France