🎩 We are creating the coolest feedback platform ever: it’s your job to help our customers make the most out of it! #nopressure

You’ll join the Product team, working closely with Customer Success, Sales, and the Dev teams. Our goal: build the best experience in the HR world.

You will be responsible for ensuring an amazing experience for our customers by answering their questions and anticipating their needs through trainings. You’ll be the go-to person of our users, including both Enterprise top directors, human resource managers, and employees.

😎 Your challenges

• Master our platform to answer our customers’ questions in an accurate and timely manner, and collaborate across teams when a more complex issue arises
• Anticipate our customers’ needs and guide them to greatness, ensuring our customers and teams get the most out of our solution
• Master our product’s past/present/future and capitalize on the field feedbacks you receive - as well as your knowledge - to suggest impactful product improvements
• Benchmark and set up the best tools and processes, automatize what should be, and ensure (using metrics) we always provide top-notch service.

🎨 Some cool stuff you could work on

• Bring autonomy at scale (help our power users master the platform and its use cases, whatever the mean - FAQ, video, podcast…)
• Automate standard support tasks and questions to spend your time on what matters next: experience
• Work closely with the product and CX teams to promote the changes and highlight the impacts of the releases

🎓 What we think is a SuperFit

• We don’t care about your diploma - we care about what you’ve done in the past. At least two years of support required (not including internships and trainees)
• Your verbal and written communication skills are excellent (C1 level), both in English and French, including the ability to communicate with both technical and non-technical customers.
• You are a pragmatic doer: calm under pressure, you make it happen quickly and well, and you iterate if the first pass was not enough. You approach problems in an organized way.
• You love helping and teaching others, cracking a problem is a real satisfier to you

😍 What makes us say “Wow”

• You worked in the past in B2B, with Enterprise customers
• You have prior experience with Zendesk and Trello or other ticketing systems.
• You master Excel (macros & VBA have no secret for you)

📈 Your success metrics

We want you to be driven by the impact you have on our customers. Your goal is to guarantee customers’ satisfaction by relieving (and even better, anticipating) their pains in a timely manner.

1. You send us your CV
2. Online-call interview - 30min - questions about how you view support
3. Home assignment
4. 1h-1h30 interview with our Product Manager and Customer Care - skills interview as well as an informal discussion about the product & support relationship
5. 30min-1h interview with our CEO or CTO (on-site) - a “human” interview: talk about culture, values, how you see yourself in the company, etc.
6. The beer test (get a beer/martini/wine/tea with the team) 🍻

Welcome to Supermood! 😎