Support Officer, Wakeo
2-3 days a week in office (Rue Auber, Paris)
Real-time supply chain visibility
Be an early applicant
Real-time supply chain visibility
21-100 employees
Be an early applicant
2-3 days a week in office (Rue Auber, Paris)
21-100 employees
Company mission
To manage disruptions, drive performance and collaboration and transform your business
Role
Who you are
- 1+ years of experience in customer support, preferably in a SaaS or technology environment
- Experience in the Supply Chain or Logistics industry is a strong plus
- Familiarity with RTTV or visibility platforms and their role in supply chain management is advantageous
- Strong written and verbal communication skills, with the ability to clearly explain complex concepts in simple terms
- Ability to interact professionally and empathetically with customers, providing an outstanding customer experience
- Ability to be reactive and responsive to clients within fixed SLA
- Excellent troubleshooting and analytical skills, with the ability to think critically and solve problems efficiently
- Comfortable working under pressure while maintaining attention to detail and accuracy
- Comfortable using support tools such as ticketing systems, knowledge bases, and CRM platforms
- Basic understanding of web-based software and troubleshooting
- Strong attention to detail and organization skills
- Proactive, self-motivated, and adaptable to a fast-paced, dynamic environment
- Passion for providing exceptional customer service and making a positive impact
What the job involves
- As a Support Officer , you will be one of the first point of contact for our customers, providing expert and technical assistance, resolving any technical or operational issues they may encounter while using our RTTV platform
- You will play a crucial role in ensuring our customers have a seamless experience , helping them navigate our platform, troubleshoot problems, and ensure their success over time
- Provide timely and accurate responses to customer inquiries
- Resolve product issues, technical challenges, and general questions related to the platform
- Maintain a high level of customer satisfaction through effective communication and problem-solving
- Support in maintaining the lowest churn rate of the market
- Identify, troubleshoot, and resolve customer- reported issues, working closely with internal teams as needed
- Ensure to solve tickets according to SLA defined by Wakeo Management
- Document and categorize support tickets to ensure proper tracking and resolution
- Provide feedback to internal teams on recurring issues or common customer pain points
- Stay up-to-date with platform features, new updates, and industry trends to provide informed and accurate support
- Update and complete Wakeo's Knowledge Base with the latest features and releases
- Advocate for the needs and concerns of customers by working closely with the product, engineering, and sales teams
- Relay customer feedback to improve the platform and overall customer experience
Application process
- 30 minutes interview with Emma, our Talent Acquisition Manager
- Experience Interview with Cyriac, Support Manager
- Case study with Cyriac
- Culture Interview with Quentin, CS Director
- Meet the team ☕
Our take
During the pandemic, investment in logistics ramped up due to the need to switch to remote tracking, as well as create solutions to counteract new limits to movement. However, since then the sector has seen many of its issues overlooked, despite an urgent need to address things like infrastructure congestion and extended transit times.
Wakeo hopes to answer these issues, by bringing real-time visibility to intercontinental freight transport flows across shipping, air, and road. Its platform combines IoT and alogirthmic technology to give export and import teams intelligent ETAs that factor in the shifting sands of supply chain disruptions. Using this data, Wakeo’s customers have the power to optimise transport plans, reduce emergency costs and enhance the management of their inventories.
With international shipping as unpredictable as ever, it’s no surprise that Wakeo enjoyed $19.6 million in funding in December 2023. This funding is being put towards the company’s expansion, as well as consolidating its path to sustainability, as goods transportation makes up 17% of global emissions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 4 rounds)
Dec 2023
$19.6m
EARLY VC
Oct 2021
$11m
SERIES A
Total funding: $32.6m
Company values
- Teamwork
- Ambition
- Learning
Company HQ
Chaussée-d'Antin, Paris, France
Articles
Leadership
Julien Cote
(CEO)Previously a Transaction Services Senior Analyst at PwC. Also worked in Private Equity for Sagard, as an M&A at LCF Rothschild, and in Business Development at VINCI.
Loïc Marzin
(CTO)A Réseau Entreprendre® winner, Loïc was previously a Business Strategy Data Scientist at Strategy&, part of the PwC network.
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