LightOn is a European leader in sovereign generative AI. We develop and deploy secure, on-premise AI platforms for enterprises and public institutions. Our solution empowers organizations to query their internal knowledge bases and automate complex tasks—while maintaining full data privacy and regulatory compliance.

🎯 Your Mission

As Customer Support & Request Coordinator, you will act as the central hub for all incoming client and partner requests. Whether these requests come through our ticketing platform or are escalated by the Customer Success team, you will be responsible for triaging, qualifying, and routing them appropriately.

You will work closely with both the Customer Success and Product teams to ensure efficient resolution, clear communication, and continuous improvement of our platform and support processes.

🔍 Your Key Responsibilities

• Serve as the first point of contact for technical support requests from enterprise customers

• Troubleshoot complex technical issues and develop creative solutions

• Document customer problems and collaborate with engineering to resolve platform issues

• Create and maintain knowledge base articles and support documentation

• Monitor support tickets and ensure timely resolution according to SLAs

• Identify patterns in support requests to inform product improvements

🤝 You’ll Work Closely With

• Customer Success Managers to understand client context and ensure quality follow-up.

• Product Managers & Engineers to escalate bugs, feature requests, and UX issues.

• QA and Documentation teams to validate fixes and update user-facing content.

  💡 Why Join Us?

  • Be at the heart of a high-impact mission: enabling sovereign, privacy-first AI for enterprises and public institutions.

  • Play a key role in how we scale and support a growing customer base.

  • Join a passionate, expert team at the forefront of AI innovation in Europe.

  • Flexible working conditions and a collaborative, learning-focused environment.

🧠 Your Profile

• 5+ years in customer support, technical support, or operations in a B2B SaaS or enterprise software context.

• Excellent communication and interpersonal skills (English required, French a strong plus).

• Analytical mindset: ability to investigate, reproduce, and document issues precisely.

• Comfortable working across multiple tools and collaborating with diverse teams.

• Familiarity with ticketing systems (e.g., Zendesk, Jira) and technical troubleshooting.

• Bonus: knowledge of AI, NLP, or document-based automation platforms.

First stage: pre-selection of candidates by the Clementine recruitment agency

2nd stage: interview with the CPO and, where appropriate, other employees

3rd stage: interview with the HR manager and possibly other members of the team

4th stage: a call with top management