User Care Specialist, fabriq
Office located in Rue d'Enghien, Paris
The all-in-one solutions for operational excellence in manufacturing plants
Open for applications
The all-in-one solutions for operational excellence in manufacturing plants
101-200 employees
Open for applications
Office located in Rue d'Enghien, Paris
101-200 employees
Company mission
To improve the daily operational efficiency of shop floor teams.
Role
Who you are
- 1–3 years of experience in customer support, user assistance, or a related role in a tech/SaaS environment
- Experience working with B2B clients; experience with industrial or operational users is a plus
- Familiarity with support tools (e.g., Intercom, Zendesk, or equivalent) and knowledge bases
- Customer-centric mindset – you care about solving user problems with clarity, empathy, and efficiency
- Excellent written and verbal communication skills in both French and English. Italian and/or German is a plus
- Problem-solving abilities – you know how to investigate issues methodically and escalate when needed
- Organized and process-oriented – you’re proactive in improving workflows, documenting solutions, and standardizing best practices
- Team player – you collaborate easily with CSMs, Product Managers, and Developers
- Curious and eager to learn about the product and user needs
- Strong appetite for continuous improvement – both in support delivery and product feedback
- Comfortable in a fast-paced, evolving environment where autonomy and initiative are valued
What the job involves
- As we continue to scale, the team needs to grow in order to provide the best care experience for our users spread all around the world
- As a User Care Specialist, your mission is to deliver an outstanding support experience to our users – operators, team leaders, and project managers on industrial sites – by ensuring they get fast, effective, and qualitative help when they need it
- You are a key point of contact between Fabriq and its users, helping them succeed in their daily use of the platform
- Respond to users efficiently, promptly, and clearly through the most appropriate communication channels (including chat, video calls, etc.)
- Guide users through functional questions, configuration issues, and troubleshooting
- Escalate technical or complex issues to the appropriate team (User Care Engineers and ensure follow-up
- Serve as an reference point for Implementation Project Managers and Customer Success Managers to deal with their customers’ end-user issues
- Share insights from support tickets to inform other customer facing team when necessary
- Work on the development and maintenance of a comprehensive self-service documentation library, including FAQs, tutorials, and troubleshooting guides, to provide customers with the resources they need to find answers independently
- Identify recurring pain points and collaborate with Product and Tech teams to help prioritize fixes or improvements
- Suggest improvements in internal tools and processes to reduce manual tasks and improve efficiency
- Participate in cross-functional projects to enhance user experience at scale
- You work may be split into two phases:
- Intercom shift phase from 8am to 12:30pm
- Improvement project phase or 1:1 with customers
Application process
- First round: A 30-minutes screening call with Justine
- Second round: A 30-minutes interview with Jules (User Care Manager)
- Third round : A 1-hour business case with Denis & Charles-Henri (COO)
- Fourth round: A 30-minutes interview with Yacine (CPTO)
- Fifth round: A meeting with Octave or François, co-founder
- Offer !
Our take
The increasing dependence on technology for task completion and data gathering across various sectors has reached unprecedented levels. Recognising a notable gap in efficiency within Industrial Groups, Paris-based startup Fabriq has embarked on a mission to develop a platform capable of introducing operational excellence through digital tools.
Fabriq has crafted a backend solution that boasts appealing features, including seamless integration with existing operations platforms, robust data protection measures, and team training modules aimed at optimising manufacturing plant processes. Working closely with factory workers, the company actively gathers insights into the current obstacles hindering day-to-day operations.
Having secured multiple rounds of funding, Fabriq is strategically positioning itself to accelerate the deployment of its solution in France and Europe. Simultaneously, the company is focused on developing new functionalities.. With a successful track record of outfitting over 200 sites across 20 countries, Fabriq's planned expansion marks a significant leap forward in its ongoing growth journey.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jun 2025
$25.5m
GROWTH EQUITY VC
Jun 2022
$4.7m
EARLY VC
Total funding: $30.1m
Company HQ
Petites Écuries, Paris, France
Leadership
Octave Lapeyronie
(Co-Founder & CEO)Previously founded Caju. They also worked as a Consultant at Bain & Company and as a Business Intelligence Analyst at Rocket Internet.
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