Customer Support Specialist

Résumé du poste
CDI
Paris
Salaire : Non spécifié
Télétravail occasionnel
Expérience : > 1 an
Compétences & expertises
Zendesk

WeWard
WeWard

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Le poste

Descriptif du poste

We’re looking for a new Customer Support Specialist! Reporting to the Customer Care team and working alongside José-Luis, our Customer Success Manager, you will be in direct contact with WeWard users, supporting, advising and helping them get the most out of the application 📱!

Your role will give you real-time insight into WeWard users and their expectations. This strategic position is essential to improve and develop the product! Here’s what it entails:

  • Respond to user requests via email, social networks, and app stores.

  • Communicate constantly and proactively with the team, providing feedback and useful suggestions for adding new features, fixing bugs, etc.

  • Monitor key success indicators and track KPIs (↗️ user satisfaction, ↘️ response times, etc.).

  • Continuously improve our support tools by writing automated responses or FAQ content.

  • Optimize our processes (request processing flow, AI integration, etc.)

  • Test the application on a regular basis, including previewing new features (all your ideas are welcome - you are helping to develop the product!)

  • Participate in the training of agents, translators and other support staff.


Profil recherché

📊 Thanks to your previous experience(s) in customer service (1 to 3 years of experience), you’ve developed strong analytical and problem-solving skills!

👤 You demonstrate empathy and your knowledge of the application allows you to put yourself in our users’ shoes, creating a climate of trust!

✍️ You’re known for your excellent writing skills.

🛠 You’ve worked with customer service software (we currently use Zendesk).

🤝 Team spirit is fundamental to you!

💡 You like to combine improvement and creativity by coming up with new ideas! The spirit of WeWard has always been based on the Test & Learn approach, so we trust you to experiment with new processes!

🌱 You’re eager to join a player in the health and wellness sector.

🌍 We are now present in Spain, Italy, USA, Germany, UK… and you’d like to work in an international environment! You are fluent in English, both spoken and written.

Our commitment

You will join a team of passionate people who love to share and whose ambition and determination are at the heart of their values! SUCCEED 🏆

We give you real autonomy, we trust you to achieve the expected results by organising yourself as you wish. TRUST 🤝

You’ll be part of a constantly evolving company culture and always on the lookout for new things! We like to follow news and trends, discover new practices, expand our thinking and explore new horizons. Your curiosity will not be a bad thing here! EXPLORE ⛏️

You will be supported in the face of obstacles. We look for solutions and think of alternatives together. If you are going in the wrong direction, you understand why and change course. In any case, you learn by moving forward. PROGRESS 📈

On a daily basis, you will take part in an internal life that is defined by its good mood, and where everyone tries to accompany it with a touch of humor! SMILE 😁


Déroulement des entretiens

The first step is a 30 minute interview with José-Luis, our Customer Success Manager, and either Marion (HR Manager) or Kaënaath (Talent Acquisition Apprentice). During this interview, you’ll discuss your expectations and experiences, and they’ll introduce you to WeWard.

Next, you’ll work on a practical case at home. Afterwards, you’ll have a presentation with José-Luis and one of our founders or team members to debrief on the case and dedicate time for mutual feedback.

🏡 We conclude with a tour of our office to introduce you to other team members, and if all goes well… Welcome!

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