Position Overview

As a Customer Support Officer in our fast-paced organization, you’ll ensure our clients have a fantastic experience with Yousign’s SaaS application. You’ll quickly qualify and redirect customer requests, handle communications during incidents, and work with teams to solve problems. Additionally, you’ll answer day-to-day questions and gather client feedback to share with the product team. Your proactive and friendly approach will make a real difference for our clients.

Your Missions

As a Customer Support Officer, your missions will be to:

• Support: Assist clients with Yousign’s SaaS application, adhering to SLAs for response and resolution times.
• Request Qualification: Efficiently qualify and redirect a high volume of incoming customer requests.
• Incident Management: Communicate effectively with clients during incidents and major bugs.
• Ownership: Take full responsibility for defining and resolving incidents collaboratively.
• Feedback Collection: Identify trends and gather client feedback to share with the product team.

About the role

• As a true spokesperson for the company, you will be the first point of contact for our existing clients to help resolve problems and requests.
• You already have a first experience in Customer Service or Support, ideally in a SaaS company, or in a web, tech or start-up environment with a high volume of cases.
• Your written and spoken communication is impeccable in Italian, in French and in English.
• You are at ease in multi-tasking and managing several problems at once, all while approaching your work with team spirit
• You are at ease adapting yourself to new people and situations. For that, you’ll also need to be empathetic, autonomous and patient
• You are detail-oriented, rigorous and have always wanted to grow professionally in a dynamic environment.

Culture

• We take ownership - nothing is “not our job”
• We learn fast, then adapt even faster
• We fuel instinct with data
• We build success through alignment
• We keep it simple
• We are pragmatic hybrid workers

Why join Yousign?

• A dynamic European scale-up with a product-led culture;
• A team that values autonomy, alignment, and impact, guided by OKRs;
• Regular team events, annual company offsites, and a caring work environment.

+ Perks and Benefits

• Swile card - Lunch Vouchers covered by 50% by Yousign = 10.50€.
  
• Alan - Health insurance: Basic coverage at €62.50/month, 50% paid by Yousign.
• Life and disability insurance: 100% covered by Yousign.
• Axomove - Provides 4 free consultations with physiotherapists to support your musculoskeletal health.
• Transportation - Hybrid workers get 50% off their public transportation passes.
  
• Leeto - Platform with numerous benefits such as discounts on cinema tickets, theme parks, travels, sports, etc.
• Moka.care - 4 free therapy/coaching sessions and mental health content.
• 10 RTT days/year
• Menstrual leave policy, parenthood advantages, seniority days off, “journée de solidarité,” etc.
• 1 charity day per year, learning & development budget, and more.

Recruitment Process

1️⃣ Intro call with Laila, Talent Acquisition Manager – 30 min
2️⃣ Interview with Davy (Head of Customer Services) and Mylène (Team Lead Customer Support) – deep dive into your experience – 45 min
3️⃣ Case study presentation – showcase your strategic approach – 1 hour
4️⃣ Final chat – culture fit & vision alignment – 30 min

Equal Opportunity at Yousign 🌈

At Yousign, we’re committed to diversity, equity, and inclusion. We believe our differences are what make us stronger and more innovative. We offer equal opportunities to all candidates and employees and ensure fairness across our hiring and compensation processes.