Customer Support & Knowledge Specialist, Trustpair

• 2+ years in a customer-facing role (support, customer care, customer ops) in a SaaS / IT environment, including Level 1 support ownership
• Strong functional troubleshooting: you can break down a problem, ask the right questions, and move from symptoms → root cause → next best action
• Experience with ticketing tools (Intercom and/or Jira is a plus)
• Proven ability to create clear, engaging user-facing content (Help Center articles, tutorials, training materials, videos/webinars)
• Fluent French and English (written + spoken), comfortable liaising daily with stakeholders in both languages
• Customer-first mindset: empathy, calm under pressure, and a “let’s fix this” attitude
• Autonomous, proactive, organized, you prioritize well and keep quality high in a fast-paced environment

Desirable

• We’re looking for a Customer Support & Knowledge Specialist to join our Customer Care team and reinforce the team as we scale
• In this role, you’ll support our customers globally in Europe and the U.S. by handling functional queries, becoming a go-to product expert, and driving product adoption through high-quality enablement content (Help Center, videos, webinars)
• You’ll report to Cyrille (COO) and work closely with our Customer Care team as well as Customer Success, Operations, PMM, Business Ops (Product Knowledge), and Product teams
• Customer Support Operations (50%)
• Master Trustpair’s product and act as the go-to expert for simple to complex functional queries (how it works, expected behavior, service questions)
• Contribute to level 1 support: investigate, clarify, troubleshoot, propose workarounds, and escalate to Level 2 when needed
• Deliver a premium customer experience across regions (Europe, US) with crisp, timely communication
• Ensure Service Level Agreements are met: fast first responses, proper follow-ups, and smooth collaboration across teams
• Product Knowledge & User Training (30%)
• Build and maintain high-quality knowledge content (Help Center + internal documentation) used by customers and Trustpair teams
• Create scalable enablement assets (self-serve videos, interactive materials) that help users adopt features with confidence
• Run or co-run webinars focused on new/flagship features to drive adoption and reduce repetitive support requests
• Continuous Improvement & Automation (20%)
• Monitor and improve our AI-powered support automation (Intercom Fin AI) to handle Level 1 queries with high satisfaction
• Surface structured customer insights and recurring pain points to help shape product improvements
• Optimize customer care processes, tools, and workflows as the team and customer base scale

• First call with Morgan, Talent Acquisition Specialist (30 min)
• Experience interview with Cyrille, COO (1h)
• Case study interview with Clément, Customer Care Lead & Cyrille (1h)
• Onsite Coffee fit with two members of the team (30 min)
• Onsite Cofounders interview with Alexandre (45 min)