Senior Customer Support

This is a remote position.

We are a startup specializing in SaaS software for watersports and outdoor activity providers (dive center, watersports centers, bike rental, ski school, etc.) with a growing team. We are looking for a highly experienced and proactive individual to join our technical support and Customer Success team. You will work directly with clients in both English and French, helping to resolve issues and improve customer satisfaction.

Responsibilities:

• Provide live chat support (Intercom) in English and French.
  

• Conduct customer training in both languages
  

• Help reduce churn by recovering clients and identifying upsell opportunities for products.
  

• Collaborate with the team to improve the knowledge base and internal processes.
  

• Manage customer inquiries independently and resolve issues quickly and effectively.
  

• Work proactively in a startup environment, with the ability to navigate evolving challenges and priorities.
  

Requirements

Requirements:

• 4+ years of experience in B2B software support or Customer Success. 5 to 10 years' experience would be a plus.
  

• 2+ years of experience in live chat support.
  

• Fluent in both English and French (written and spoken) – advanced level is mandatory.
  

• Ability to work independently and handle multiple support tasks simultaneously.
  

• Excellent skill in fully grasping customer inquiries, breaking them into manageable components, and meticulously addressing each aspect.
  

• Technical support level 2. Capacity and interest to handle complex technical problems or bugs would be a big plus
  

• Strong communication and problem-solving skills.
  

• Ability to work under pressure and adapt to a constantly changing environment.
  

• Proven capacity to manage other support staff and take strategic initiatives is a plus.
  

Benefits