Job mission
We are looking for our first Customer Care Manager in Paris to build the function reporting to the VP delivery. As a Customer Care Manager, you’ll be in charge of delivering post-implementation product support to Arianee customers and end users. This role is highly cross functional working at the intersection of the Sales team, Project managers, Product Managers, and the engineering team.

Responsibilities

• Partner with the Account Executive team to be the technical point of contact for all technical questions post-implementation
• Ensure customer satisfaction & reply to day to day customers requests
• Write clear and well-structured service tickets and follow up to ensure resolution
• Analyze current trends (market, product performance,…) & improve the customer support content (FAQ, Macros) in order to always have the best answers for our customers
• Manage and escalate customer issues as required to ensure timely resolution according to SLAs on technical products
• Communicate clearly and work effectively with other teams and departments
• Focus on constant learning - both on the domain and on our products
• Nurture close relationships with clients to become a trusted advisor

• 1 -3 years of experience in b2b customer support or in a customer-facing role
• Must have a “Customer First” attitude
• Proficient in English & French (written and spoken), another language is a plus
• Ability to learn about software products and to analyze technical and/or factual data
• Experience with data-interchange formats such as JSON/XML, Postman (or equivalent HTTP client), and RESTful APIs is a plus
• Startup/Scale-up company experience is a plus
• Interest or experience in Web3 is a plus