About the position

We are expanding the Customer Support team, and we are looking from someone friendly and reliable, who cares about teachers, in order to help us. This role is crucial for our users’ (teachers & families) satisfaction.

This role will report to the Customer Support Manager (based in France).

You will also work closely with our Community Manager, our Implementation Coordinators, our US Support team, our Business Development Manager and our General Manager for France.

Your missions:

• Empowering users thanks to self-service support;

• Making sure that every single message receives a quick, friendly and relevant reply;

• Replying to the French support tickets;

• Maintaining up-to-date and user-friendly FAQ articles and saved replies;

• Participating in the continuous improvement of our product by clearly and efficiently communicating any bugs, customer concerns, and feedback to the product team;

• Frequently re-evaluating and re-adjusting our customer support tool (Intercom) and processes;

• Ensuring smooth coordination with the international support team (UK, Asian and Australian markets).

• Doing a few customer success tasks in our Back Office (such as implementation or rostering) for users who can only speak French

• Providing support IRL at academic events and trade fairs in France

We believe that reactivity is key while managing a customer support service. We are humans talking to other humans, so we believe that a simple, kind and genuine message is powerful. Transparency is also important with our customers and with the Lalilo team. You will be the voice of Lalilo for many of our users. We want our users to continue to view our support as friendly, transparent, and efficient, to understand that they’ve been heard and that their feedback will help us build a better product.

About you

We’re looking for somebody who:

• Deeply cares about educators and can relate to them;

• Has outstanding verbal and written skills, in French and in English;

• Is tech-savvy and able to thrive in a matrixed organization;

• Is extremely organised and structured, able to navigate in unstructured environments;

• Proactive in bringing new ideas in the customer support projects they participate in

• Pays attention to details and can multitask;

• Enjoys direct contact and meeting users.

We’re looking for a Customer Support Specialist:

• with at least 2 years of customer support experience

• with detailed working knowledge of helpdesk tools (eg: Intercom, Zendesk,…)

• fluent in French and in English - with outstanding spelling skills

More details

⭐ Outstandingly mission-based and fun work environment :)

🌴 25 days of PTO + 10 days of RTT + additional time off as needed

🏥 Health insurance with Swisslife (basic package paid 100% by Lalilo)

💙 Take care of your mental health and get free counseling with Lifeworks

🧘🏻‍♀️ Meditate with a free subscription to Calm

🚉 75% refund for your Navigo card

🥗 Luncheon vouchers

💻 Hybrid and flexible working environment

🧘🏻‍♀️Weekly yoga classes at the office or on Zoom

🕺🏼Get involved with Lali-tivities! (after works, running club, pastry of the week, and more!)

• short call with Anh, our HR manager (30 mn)

• technical test (2 hours)

• technical interview (60mn) - Estelle + Caro

• fit interview (60 mn) - Estelle + Pascal

• two-way reference calls