Customer Support Specialist, YOOBIC
French Speaker
2 days a week in office
Digital workplace platform for frontline teams
Be an early applicant
Digital workplace platform for frontline teams
101-200 employees
Be an early applicant
2 days a week in office
101-200 employees
Company mission
to transform the future of work for frontline employees!
Role
Who you are
- This is a great opportunity for someone passionate about customer satisfaction and tech, to support our European clients
- If customer care drives you and you love to investigate and solve technical issues, this challenge is for you!
- A genuine passion for building customer relationships and providing world-class support for a complex product
- A proactive approach with a positive attitude and a great team spirit
- Excellent oral and written communication skills in French and English as a minimum, Italian or Spanish is a bonus
- Good interpersonal and organisational skills
- Previous experience of a minimum of 2 years in Customer Support in SaaS or Technical Support role
- Ability to work in teams or individually as and when required
- Good Excel skills including VLOOKUP, and data analysis
- You’re analytical, excited by technological advances and thrive when solving problems
- You’re excited by the prospect of working in a scale-up and fast-paced environment
- Strong interest in technology
Desirable
- Experience with ticket management systems such as Jira and Zendesk
- Knowledge in Image Recognition, Deep Learning, and AI features
What the job involves
- We're hiring a motivated, bilingual (English/French) Customer Support Specialist to join our Customer Support team in London
- As a Customer Support Specialist, you will work directly with our customers to answer their questions, and technical issues and provide support that will drive their adoption and satisfaction of the YOOBIC platform
- You will be one of the pillars of our customer happiness and will work in close collaboration with our Customer Success, Customer Implementation, Product, Technical and Quality Assurance (QA) teams
- Our Customer Support team is spread across the world with our Head of Support based in London, where you will be working
- Help our customers to use the YOOBIC platform successfully and to achieve their business goals
- Respond to, troubleshoot or escalate all incoming support requests (including technical issues) from our customers via email, video calls, chat, our portal and/or phone in a professional manner and according to our Service Level Agreements (SLA)
- Communicate and keep our customers updated regularly
- Qualify, replicate and resolve inbound tickets
- Identify, reproduce and report bugs to our product and development team
- Be the advocate of the customer, and follow up on any open bug by taking into account the client’s business impact
- Use our customers’ feedback to qualify needs, and suggest improvements to make our apps even greater
- Work with our Customer Implementation and Customer Success teams to achieve the best Customer Satisfaction and be Customer Focused at all times
- Proactively contribute to our Help Center and internal tools, and the future success of Customer Support at YOOBIC
- … and being the amazing candidate you are, you will be willing to take on additional responsibilities as needed!
Application process
- We usually respond within a week
Salary benchmarks
Our take
In a similar way to how Slack enables communication and task management in computer-based jobs, YOOBIC’s platform is tailored towards the front-line, deskless workforce. Beyond communication through its news feed and chat features, it also caters for HR and mobile-driven training, as well as task and inventory management.
YOOBIC is one of a number of startups targeting this underserved space, which accounts for around 80% of the global workforce. Though there’s plenty of competition from the likes of Crew and ServiceMax, YOOBIC has grown to operate in almost one hundred countries for some of the world’s biggest brands including Puma, Boots, Mazda, Domino’s, Vans, and Peloton.
With good funding at its back, YOOBIC's intention is to continue its rapid international expansion while adding more industry-specific features to its product stack. Its solutions are held in high regard, having won numerous awards in the past, with the company's most recent accolade being its ranking as the 20th fastest growing UK tech company by the 2023 E2E Tech 100 list.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2021
$50m
SERIES C
Jun 2018
$25m
SERIES B
Total funding: $80.3m
Company benefits
- A dynamic environment
- A team of seasoned pro’s
- Continuous growth and learning
- An open feedback culture
- Lots of room for your own initiatives and ideas
- Transparency on results and strategy
- 'Open door' policy with our leadership team
- Team spirit and dedication
- Recognition and rewards for hard work
- Personalised healthcare and well-being resources
- Mental health support
- Online workouts
- Flexible working environment (role dependant)
Company HQ
Midtown South, New York, NY
Leadership
Fabrice Haiat
(CEO & Co-Founder)Prior to co-founding YOOBIC in 2013, they spent 13 years as CEO of real estate eco-performance company Vizelia (acquired by Schneider Electric in 2011). Joined Schneider post-acquisition for a two year spell as VP of Global Sales, then Director of Energy Management Services.
Avi Haiat
(CTO & Co-Founder)Co-founded and was CTO of Vizelia alongside Fabrice Haiat, before spending two years heading up R&D at Schneider Electric after the company's acquisition.
Gilles Haiat
(Head of Research)Served as Head of Research alongside brothers Avi and Fabrice at Vizelia until Schneider Electric bought the company in 2011, then joined Schneideras a Software Architect before co-founding YOOBIC.
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