Customer support specialist

About us 👇🏼

At lempire, we're a passionate team on a mission to help individuals and businesses grow.

As a B2B SaaS company, valued at $150 million, we have a suite of 5 products:

🔵 lemlist: our cold outreach tool, used by 10,000+ users worldwide to find leads & their emails, write campaigns, personalize at scale, and get more customers.

🟠 lemwarm: the 1st deliverability tool on the market that helps users reach their audience’s inboxes.

🔴 lemcal: our scheduling tool that allows you to create a personalized booking page and reduce no-shows.

🟣 Taplio & Tweet Hunter: our tools, used by top influencers like Justin Welsh, to build personal brands on LinkedIn & X (formerly Twitter).

lempire is a fast-growing company with $28M+ in revenue, profitable, and 100% bootstrapped.

Our mantra: Keep growing! We live by it every day.

Lempire is looking for the next Customer Support Specialist to strengthen existing teams.

Your role will be to support the customer support team in resolving customer requests and managing escalations to other teams if needed.

This is an exciting opportunity to work with a dynamic and growing team that plays an important role in lempire success.

✨ Your mission

Managing customer relations via the ticketing system and meetings: As the main point of contact with customers, you will provide fast, useful answers to their questions and requests in line with pre-established processes. You must show empathy and find the best solutions to their problems, either internally with the team or by consulting experts from other teams.

Develop product expertise: Your position requires you to constantly learn about our products, their features, and functionalities to help customers answer their questions, solve their problems, and provide feedback. You’ll need to communicate technical information, adapt to new updates and releases, and pass on complex requests to various internal teams.

Objectives and KPIs: You will be responsible for helping the team achieve its qualitative and quantitative objectives, guaranteeing customer satisfaction and loyalty by ensuring the quality of your responses and those of the team and our suppliers.

Improving our internal and external documentation: Suggest improvements and updates to our claims handling processes, FAQs, user guides, tutorials, and other resources to help customers find answers and solve problems independently. You must ensure the information is accurate, relevant, accessible, and easily understood.

Suggest improvements to support procedures: You’ll also have the opportunity to suggest improvements to the processes, workflows, and tools that help us deliver high-quality customer support. You will work with your manager and other team members to identify issues and opportunities for optimization and change to make the team’s day-to-day work more efficient. This may involve setting up automation with the performance team, suggesting features with the team, or working with other customer-facing teams.

You’re a great match if:

You have at least 2 years of solid experience in customer support.

You must have professional proficiency in French and English.

Experience: You already have experience in a SaaS offering, a technology company, or another fast-moving work environment.

Profile: We expect someone who is proactive, meticulous, rigorous, motivated, able to manage your time and assigned priorities effectively, and aims for perfection in all your tasks.

Technical Concepts: Ability to understand and explain technical concepts in simple terms

The mindset of a ‘problem solver’: You’ll need to be creative and resourceful and adopt a positive, calm attitude in the face of challenges and obstacles.

Focus on customer satisfaction and well-being: You will need to be genuinely empathetic, caring, and responsive to our customers’ needs and expectations and able to build trust and loyalty with them.

🎁 Additional Information

Competitive salary + company bonus

Hybrid / Remote Work Model: Enjoy the best of both worlds! Work from home when you need to, and collaborate in our beautiful Paris office when you want a change of scenery. Our flexible approach is designed to suit your working style.

25 days of holidays/year (+3 days offered by lempire)

Alan Blue: Comprehensive 100% premium medical coverage for you and your family

Swile Meal Tickets: Enjoy daily meal tickets to fuel productivity

Gear: Get the laptop tools and equipment you need for your job

✈️ Team building: We all meet once per year at really cool places around the world (you can check our video here ;) )

Recruitment process

Interview with Victoire, our TAM

Bcase

Interview with Ena, Head of Customer Support & Charles, our CEO

Offer