Customer Support Specialist, Sweep
$35-45k
1-5 days a week in office
Carbon footprint management solution
Open for applications
Carbon footprint management solution
101-200 employees
Open for applications
$35-45k
1-5 days a week in office
101-200 employees
Company mission
To help businesses track and act on their carbon, so they can become forever companies.
Role
Who you are
- 1+ year of experience as a Support Specialist or Helpdesk role in a technology company
- Excellent communication and interpersonal skills. Oral and written
- Ability to connect the dots
- Fluency in both French & English is mandatory (German or Spanish will be a plus)
- Knowledge of CRM tools and customer success platforms, such as Intercom
- First experience working in a SaaS company ideally in the B2B Enterprise space
- Empathetic and people-oriented mindset, to ensure a positive experience throughout each customer interaction
- You like to build relationships and work across teams
- You are quick on your feet, but when it comes down to it you value quality over quantity
- You are open to constructive feedback
- You are enthusiastic, self motivated and seek autonomy
What the job involves
- Sweep is hiring an Customer Support Specialist to ensure the long-term success of our customers
- The Customer Support team ensures that our clients have the best possible experience of Sweep, one that is both efficient and enjoyable, while receiving reliable, fast, and high-quality responses to their questions
- As a Customer Support Specialist, you will be responsible for supporting our customers along their climate journey as they are using our SaaS solution, providing ongoing support via our help center and building long-term relationships with our users
- You’ll sit within the Product Department and report to our Director of Customer Support
- Your role will be to support our customers as they become successful Sweep users, and ensure that the challenges they face are properly managed
- You’ll be expected to collaborate closely with others teams at Sweep to ensure that each customer question, feedback or concern is addressed in a timely manner
- Monitor and address customer issues including escalations, technical problems, and incident management
- Reach out to users for in-depth investigations of their concerns, ensuring clear understanding of their feedback
- Collaborate closely with our Customer Impact, Product and Engineering teams to promptly address and resolve domain related questions or technical challenges
- Contribute to the development and maintenance of self-service content allowing users and internal teams to resolve their issues autonomously (knowledge base articles, automated workflows, AI-powered bots)
- Be the voice of the user within Sweep by aggregating and communicating customer feedback on a regular basis to the rest of the organization
- Contribute to the continuous improvement of our NPS and CSAT metrics
- Identify areas for improvement in our customer support processes
Our take
Even as eco-friendly sentiment increases, the vast majority of companies aren’t measuring their emissions accurately and regularly. And, with ESGs and carbon-tracking ramping up the corporate agenda, companies are scrambling for solutions, especially in light of the coming sustainable reporting regulations.
Sweep, which targets carbon management in large enterprises at the FTSE 500 level, delivers software that enables users to "take control of their climate journey" - with a toolsuite that makes carbon data collection, security and analysis seamless and automated.
With Sweep, the burden on companies to track their impact is lessened, leaving them to focus on actively reducing their carbon footprint and contributing to global net-zero efforts. Though there are other players in the market, such as Plan A, Watershed, and Emitwise, Sweep has secured itself a leading position with smart partnerships and a deep focus on the specific tech requirements of the space.
The company has seen good funding, being one of the best-funded carbon management platforms on the market. In 2022, Sweep interestingly reported on the ineffectiveness of traditional carbon offsetting - which has for some time been up for debate - and published a carbon reduction methodology designed to "limit financial and reputational risks and add moral weight to corporate climate programmes". It is now partnering with technology companies like 3Degrees and Urbanomy to build new decarbonisation strategies for businesses.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
36% female employees
53% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2022
$73m
SERIES B
Dec 2021
$22m
SERIES A
Total funding: $100m
Company benefits
- Lunch voucher
- Health insurance entirely free for you and your family
- RTT
- Trust and flexible working hours
- Personal development training fund
- Global and team offsites
- Hybrid environment (At least 1 day per week at the office)
Company HQ
Antigone, Montpellier, France
Articles
Leadership
Rachel Delacour
(CEO)Previously Co-Founder & CEO of BIME which was acquired by Zendesk. Rachel has extensive experience as a board member alongside her role as CEO and co-founder of Sweep.
Yannick Chaze
(CTO)Worked at Zendesk for four years, ultimately as a Senior Engineering Manager. Former Lecturer at Polytech Montpellier.
Raphael Güller
(CDO)Worked at Zendesk for four years, ultimately as Creative Director. Has also been Creative Director at Neue Zürcher Zeitung.
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