Bilingual Customer Support Specialist (French & English)

At Laundryheap, we’re revolutionising how people think about blanchisserie and pressing. As one of the fastest-growing services à la demande, we provide a seamless, convenient solution for customers across the UK and beyond. Our commitment to qualité, durabilité, and exceptional service drives everything we do.

We’re looking for a proactive, bilingual Spécialiste du Support Client (French & English) to join our dynamic team. If you’re passionate about delivering excellent service to clients and thrive in a fast-paced environment, we’d love to hear from you!

You’ll make a difference:

This role is a télétravail (remote) position, based in France, supporting a UK-based company. As a Customer Support Specialist, you will provide exceptional service to international customers via email and chat en direct, ensuring timely and effective responses to all customer queries, complaints, and requests. You will be a brand ambassador for Laundryheap and ensure customer satisfaction and loyalty.

Key Responsibilities:

• Support Client Bilingue (French & English):
• Provide quick and accurate support to clients via email and live chat, in both French and English.
• Manage escalations professionally, ensuring proper follow-ups.
• Maintain a high standard of tone, professionalism, and clarity in all written communication with customers and internal stakeholders.
• Résolution des Problèmes:
• Collaborate with relevant teams to resolve customer complaints efficiently, following proper escalation protocols.
• Generate invoices using our online system and ensure clear communication with customers.

• Excellence Opérationnelle:
• Ensure pricing on our online pages is accurate and competitive, adjusting to meet market demands.
• Contribute to process improvements and share customer feedback with the team to optimize workflows.
• Manage workload effectively while meeting KPIs to enhance the customer experience.
• Collaboration:
• Work closely with gestionnaires de comptes (account managers) to ensure customer needs are not just met but exceeded.
• Share key insights with internal teams to continuously improve service clients.

Minimum Skills & Requirements:

• Fluency in French and English (written and verbal) with impeccable grammar and spelling.
• 1+ years of experience in a customer support role, particularly with email and live chat.
• Familiarity with customer support tools such as Intercom or similar platforms.
• Experience in résolution de problèmes and handling escalations.
• Experience in a fast-paced, start-up environment is an advantage.
• Strong organisational skills and ability to multitask.
• Additional European language fluency is a plus.

Work Schedule:

• 8-hour shifts within a 9-hour window.
• 5 days a week, with two rotational days off.
• Flexible schedule to cover multiple time zones.
• Since this is a remote role, you will be working on the UK contract.

Why Join Us?

• Remote role (Télétravail): Work from home in France while supporting global customers.
• Flexible working hours: Balance your work with life while helping customers worldwide.
• Career growth: Join a fast-growing company with ample opportunities for professional development.