AB Tasty is a global leader in AI-powered experience optimization solutions empowering brands using personalization, experimentation, recommendations, and search to build better experiences on their websites and apps. Integrated into a single platform, AB Tasty offers web and API-based solutions that provide companies with a unified approach to creating seamless experiences for customers.
Brands use AB Tasty’s platform to align digital, e-commerce, and product teams on revenue goals by optimizing and innovating digital experiences.
Founded in 2013, AB Tasty’s customer roster includes world-leading brands such as Kering, McDonald’s, Ulta Beauty, L’Oreal, Disneyland Paris, and LVMH among others.
AB Tasty has 12 offices across the globe: North America, Europe, Asia Pacific
As part of the Customer Support team, you are responsible to deliver the best customer service and experience.
Your mission will be to ensure that any issues raised by our clients through all communication channels (emails and live chat) are resolved in a timely and appropriate manner whilst maintaining proactive and personalized communication. Some issues may be due to technical bugs on the platform, in which case, you will ensure to follow-up on them internally before getting back to the clients.
In addition, to help our clients understand how the platform works and learn by themselves, you will be responsible for identifying anything missing or outdated in our documentation and library of support articles and participating in their improvement and development.
You will be working closely with the Customer Success Managers and the Product and Tech teams.
You will report directly to the Customer Support Manager.
Contract & Location
A few examples of your responsibilities:
○ Answer questions about how to use the AB Tasty client-side platform, raised by our clients across Europe
○ Be proactive in the optimization and processes of our support team
○ Become an expert on AB Tasty products (client-side solution & Epoq)
○ Deliver high-quality support and maintain a high client satisfaction rate (> 98%)
● Bug management:
○ Investigate and follow-up on bugs through Jira with our Tech Team and Intercom with our clients
○ Be proactive on support processes to provide the best customer experience
○ Consolidate our clients feedback, needs and pain points to our Product team to enhance the platform
● Documentation and Support articles:
○ List missing and outdated support articles
○ Update existing articles and write new ones
What we offer :
What we look for:
Tech-savvy and have some knowledge in HTML/CSS/Javascript
Caring, empathetic and proactive - able to help people through a difficult time and have a passion for helping people and solving problems
A great communicator, an active listener, and can communicate messages in a clear, concise and effective way -
Your written communication skills are excellent, both in French and in English
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