About the role:

• Understand and act as a first point of contact for Hearsay products and applications
• Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution
• Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Consistently attain Hearsay's target customer satisfaction score
• Maintain SLAs
• Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients
• Execute our support strategy and build stellar relationships with our customers
• Demonstrate deep execution focus by achieving quarterly goals at the team level
• Focus on continuous team improvement by onboarding new team members

About you:

• Fluent French language skills (oral and written) required
• 2-4 years of relevant technical support experience, ideally within the B2B, SaaS, and/or FinTech industry
• You have a real passion for customer service and a rare ability to understand enterprise customer needs
• Successful record of going above and beyond your job description to better our relationships with customers and vendors
• You understand and use common social media and digital tools as well as demonstrate an ability to triage applications at an in-depth level
• You can easily navigate customers through a variety of complex and technical obstacles
• Excellent prioritization skills and an ability to make decisions quickly
• You care about your work and you strive to deliver in a timely manner
• Knowledge of Zendesk, JIRA, Looker, and Intercom a plus
• Communication: Stellar verbal and written communication in English
• Analytical Mindset: Ability to think on one's feet and find creative solutions at an application and account level
• Collaborative/Leadership: Excellent teammate with a positive attitude and a strong sense of self direction and the ability to work across all internal teams and influence coworkers

We offer you:

• central location with fantastic colleagues
• competitive salary with benefits
• n-site food and beverages