RRemoteville
Semble logoSemble

Customer Support Associate

Skills
Business DevelopmentContact CentersCustomer ExperienceCustomer Relationship ManagementCustomer SupportHTMLMarketing
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Fluent spoken and written English and French
  • Experience supporting customers in a B2B SaaS environment
  • Passion for exceptional customer experiences
  • Strong problem-solving skills and technical curiosity
  • Ability to stay calm organised and empathetic
  • Excellent communication skills explaining technical concepts clearly
  • Experience with Zendesk HubSpot Freshdesk Intercom or similar
  • Healthcare or regulated industry experience is a bonus

Nice to have

  • Empathetic
  • Organised
  • Calm under pressure
  • Curious
  • Customer-focused
  • Collaborative

Day to day

  • Deliver high-quality customer support in French and English across email phone and digital channels
  • Own customer issues from first contact through to resolution while keeping customers informed
  • Support onboarding account setup go-live preparation and customer training where needed
  • Work with Product Engineering and Customer Success to share feedback improve processes and enhance the customer experience
  • Create improve knowledge articles and self-service resources while using AI tools to stay efficient and maintain a human touch
  • Monitor queues identify urgent cases spot trends and support continuous improvement