Customer Support Officer L1 (F/M/X)

At Yousign, we are reinventing the electronic signature experience with a fast, legal, secure and 100% European SaaS solution. 🖊⚡

Founded in 2013 by Luc Pallavidino and Antoine Louiset in Caen, our scale-up is now present in France 🇫🇷, Italy 🇮🇹 and Germany 🇩🇪 !

Our goal? To become the European leader in electronic signatures by enabling freelancers and SMBs, to simplify
their workflows. 🤸♀️

🚀 In order to achieve this…

• 2019: we integrated into the eFounders, one of the best SaaS start-up studios in Europe,
• 2021: we raised 30 million euros from the eFounders and Lead Edge Capital, famous for having invested in
  BlaBlaCar, Asana, Zoom, Spotify and Uber.

We offer two e-signature solutions:

• a web app, ready to use and accessible from anywhere,
• an API (Application Program Interface), which can be easily integrated into business softwares

At this time, Yousign is :

• more than 200 yousigners in our offices in Paris and Caen, or in full-remote (+40% are working remotely) 👦 💻
• more than 12,000 customers who trust us on a daily basis 🤝
• over 4 million signatures every month 🔝
• An impressive annual growth rate, which makes us the most successful e-signature scale-up in Europe 🇪🇺

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

• Ensure the greatest customer experience in a fast-paced organization
• Accompany our clients in their usage of Yousign’s SaaS application in compliance with our SLAs (response and resolution time, customer satisfaction, etc.)
• Qualify a high volume of incoming customer requests to ensure optimal processing
• Manage the communication with clients in case of incidents and major bugs
• Take ownership, with all parties, for defining and resolving incidents
• Monitor customer support KPIs to proactively identify areas for personal and team improvement

Your profile

• 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 recognize yourself in Yousign’s values: cohesion, transparency, trust, ambition
• 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 French and in English. Italian and/or German is a plus.
• 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 passionate, autonomous and patient
• You are detail-oriented, rigorous and have always wanted to grow professionally in a dynamic environment

What’s in it for you?

• Autonomy: Develop your own ideas, implement them and solve problems independently
• Meal vouchers (Swile Card) for a healthy lunch everyday :)
• Regular off-sites and team building exercises promised
• Endless possibilities for evolution: we’re growing fast (and each team member with us !)

Why Yousign?

• We’re down-to-earth: We all make mistakes. Own your mistakes, share them, learn from them and continuously improve
• We trust: Trust is everything - whether that be within our company or with our clients - it’s in our DNA
• We strive for excellence: We set high standards for our colleagues and ourselves. The “extra mile” is shorter when we walk it together
• We value joy: We cannot achieve long term success without joy in our work. This journey is not a sprint, but a marathon

Recruitment process

1. A first phone call with a Talent Acquisition Manager to discuss in further details

2. This will be followed by a 60 min interview with our two Customer Support Officer

3. The next step is a take-home case-study : on opportunity to show us your customer service skills

4. Last round : you will meet with our Head of Customer Care, Filippo Goss