As a Customer Support Officer, your missions will be to:

• Ensure the greatest customer experience in a fast-paced organization
• Accompany our clients in their usage of Yousign’s SaaS application in compliance with our SLAs (response and resolution time, customer satisfaction, etc.)
• Qualify a high volume of incoming customer requests to ensure optimal processing
• Manage the communication with clients in case of incidents and major bugs
• Take ownership, with all parties, for defining and resolving incidents
• Monitor customer support KPIs to proactively identify areas for personal and team improvement

Your profile

• As a true spokesperson for the company, you will be the first point of contact for our existing clients to help resolve problems and requests.
• You recognize yourself in Yousign’s values: cohesion, transparency, trust, ambition
• You already have a first experience in Customer Service or Support, ideally in a SaaS company, or in a web, tech or start-up environment with a high volume of cases
• Your written and spoken communication is impeccable in French and in English. Italian and/or German is a plus.
• You are at ease in multi-tasking and managing several problems at once, all while approaching your work with team spirit
• You are at ease adapting yourself to new people and situations. For that, you’ll also need to be passionate, autonomous and patient
• You are detail-oriented, rigorous and have always wanted to grow professionally in a dynamic environment

What’s in it for you?

• Autonomy: Develop your own ideas, implement them and solve problems independently
• Meal vouchers (Swile Card) for a healthy lunch everyday :)
• Regular off-sites and team building exercises promised
• Endless possibilities for evolution: we’re growing fast (and each team member with us !)

Why Yousign?

• We’re down-to-earth: We all make mistakes. Own your mistakes, share them, learn from them and continuously improve
• We trust: Trust is everything - whether that be within our company or with our clients - it’s in our DNA
• We strive for excellence: We set high standards for our colleagues and ourselves. The “extra mile” is shorter when we walk it together
• We value joy: We cannot achieve long term success without joy in our work. This journey is not a sprint, but a marathon

Recruitment process

1. A first phone call with a Talent Acquisition Manager to discuss in further details

2. This will be followed by a 60 min interview with our two Customer Support Officer

3. The next step is a take-home case-study : on opportunity to show us your customer service skills

4. Last round : you will meet with our Head of Customer Care, Filippo Goss