Context:
● relevanC SaaS provides Retail Media platform to worldwide retailers & e-merchants;
● relevanc SaaS is growing and we are looking for our next Customer Care;
● Within relevanC SaaS:
○ You will be part of the Client Services team and will report to the Head of Client Services or to a Customer Success Manager (depending on profile);
○ You will work closely with Customer Success Managers, Product teams and Onboarding Managers;
● With our Clients, you will work closely with Marketing & e-commerce teams (key users of our platforms).

Missions:
● Serve as the primary contact for the training and support of platform end users;
● Collect and share feedbacks from our customers to Client Services team and Product team to help us build the best roadmap;
● Manage tickets (bugs, ideas) created by our clients (we use Jira), from qualification, solving (if you can), or escalation (if you can’t);
● “Hack” our platforms when current versions can’t face client use cases:
○ Imagine alternate ways of using our platforms (be creative);
○ Build processes and dashboards (we use Tableau) to make these “hacks” run smoothly and automated;
● Contribute to our knowledge base in order to scale your mission by providing helpful content to our clients (tutorials, videos, article…);
● Word hand in hand with Customer Success Managers in order to measure and communicate ROI to our clients;
● Take responsibility, initiative and coordinate internally to ensure support is always covered;
● Bring your own personality to develop rapport and meaningful relationships with Clients, building connections and gaining trust;

● Can be a first job; 1-3 year experience preferred (customer service / care);
● Experience in a Saas software companies preferred;
● Fluency in English and French are a must (will be tested). A third language would be preferred;
● Excellent communication and interpersonal skills;
● Strong analytical skills (SQL will be a plus);
● Experience with Tableau (or other vizualization tool) will be a plus;
● Bias for action;
● Passion for technology and for being a part of a fast-growing SaaS company;
● Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).