Why we need you

As we continue to scale, the team needs to grow in order to provide the best care experience for our users spread all around the world.

As a User Care Specialist, your mission is to deliver an outstanding support experience to our users – operators, team leaders, and project managers on industrial sites – by ensuring they get fast, effective, and qualitative help when they need it.

You are a key point of contact between Fabriq and its users, helping them succeed in their daily use of the platform.

What you’ll do

Deliver fast, high-quality support to our end-users

• Respond to users efficiently, promptly, and clearly through the most appropriate communication channels (including chat, video calls, etc.).

• Guide users through functional questions, configuration issues, and troubleshooting.

• Escalate technical or complex issues to the appropriate team (User Care Engineers and ensure follow-up.

Collaborate actively with customer facing teams

• Serve as an reference point for Implementation Project Managers and Customer Success Managers to deal with their customers’ end-user issues.

• Share insights from support tickets to inform other customer facing team when necessary

• Work on the development and maintenance of a comprehensive self-service documentation library, including FAQs, tutorials, and troubleshooting guides, to provide customers with the resources they need to find answers independently.

Contribute to the improvement of support processes

• Identify recurring pain points and collaborate with Product and Tech teams to help prioritize fixes or improvements.

• Suggest improvements in internal tools and processes to reduce manual tasks and improve efficiency.

• Participate in cross-functional projects to enhance user experience at scale.

When you’ll work

You work may be split into two phases:

• Intercom shift phase from 8am to 12:30pm

• Improvement project phase or 1:1 with customers

Requirements

• 🎓 Education & Experience

  • 1–3 years of experience in customer support, user assistance, or a related role in a tech/SaaS environment.

  • Experience working with B2B clients; experience with industrial or operational users is a plus.

  • Familiarity with support tools (e.g., Intercom, Zendesk, or equivalent) and knowledge bases.

    🧠 Skills & Competencies

  • Customer-centric mindset – you care about solving user problems with clarity, empathy, and efficiency.

  • Excellent written and verbal communication skills in both French and English. Italian and/or German is a plus.

  • Problem-solving abilities – you know how to investigate issues methodically and escalate when needed.

  • Organized and process-oriented – you’re proactive in improving workflows, documenting solutions, and standardizing best practices.

  • Team player – you collaborate easily with CSMs, Product Managers, and Developers.

    💡 Mindset & Values

  • Curious and eager to learn about the product and user needs.

  • Strong appetite for continuous improvement – both in support delivery and product feedback.

  • Comfortable in a fast-paced, evolving environment where autonomy and initiative are valued.

• First round: A 30-minutes screening call with Justine

• Second round: A 30-minutes interview with Jules (User Care Manager)

• Third round : A 1-hour business case with Denis & Charles-Henri (COO)

• Fourth round: A 30-minutes interview with Yacine (CPTO)

• Fifth round: A meeting with Octave or François, co-founder.

• Offer !