Lengow, an intelligent and automated e-commerce platform :

Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

The Support team is responsible for providing functional and technical support to merchants to help them make the best use of the Lengow platform and deal with any issues. This team is made up of around twenty people of all nationalities

In this context, Aurélie and Julian, our Customer Support Managers, are looking for a Senior Support Officer.
This position is open for our office of Nantes & Paris

Real team assistant from an operational point of view, your main tasks will be centered around 3 axes more or less significant depending on the activity and managers/team requirements :

• Expertise and increase the team's skills
• Backlog coordination and customer support
• Product referent

Your main tasks would be as follows :

• Expertise and increase the team's skills

- Assist managers in monitoring the skills of support consultants

- Supporting the development of the skills of support consultants by running "product" workshops (face-to-face/distance), technical meetings and/or tutoring actions
- Facilitating relations and processes between internal teams: taking into account feedback or difficulties to propose corrective actions to managers.
- Onboarding of new employees in addition with team managers
- Being the spokesperson for changes and adaptations carried out by managers

• Backlog vigilance and customer support

- Assist the support consultants on a daily basis
- Take personal charge of customer requests
- Assist management on backlog priorisation to the team

• Product referent

- Actively participate in the feedback of support needs to the product
- Actively participate in the Help Center content feedback / Creation of a support-oriented FAQ in conjunction with the teams in place
- Actively participate in providing information / training related to new features and roadmap internally and externally

- Propose support training content for customers (face-to-face or digital)

We are looking for someone with the following experiences and skills:

Experiences :

• 2 years as Support consultant
  

Skills & soft skills

• You are fluent in French and English
• You are a Team player, Dynamic, proactive and resourceful
• Your a problem solver with a touch of competitiveness
• You are a good communicator with good interpersonal skills
• You accomplish your missions while constantly keeping customer satisfaction in mind
• Your are able to easily adjust to changing circumstances, and re-prioritize your activities and organization in the face of changes and constraints to move forward efficiently
• You know how to switch from one task to another without losing the thread

• Evolve within a multicultural company, animated by daily challenges.
• Professional events (Masterclass, Teamtalk, Meetup ...) and regular internal cohesion.
• Benefits in kind (partial home office, bike mileage allowances, restaurant tickets (France)...)
  

We want to give you the best possible experience, through our various recruitment stages.

Diversity is our strength! With this in mind we are committed to provide equal opportunities to all employees.
Woman, man, people with disabilities... bring us your differences and together, let’s build our story