Customer Care Agent – H​/F

About Zelty

At Zelty, we are the French leader of iPad cash registers for the restaurant industry: more than 3,000 clients, from neighborhood restaurants to multi-site groups. We grow fast, and our project is strong and virtuous: to reconcile the well-being of employees and the performance of the company to grow together.

Human size: everyone can evolve, propose, implement their ideas and evolve their position.

Team culture: sharing, conviviality, trust, transparency.

Objective: to grow Zelty together, in good spirits.

A real impact: your work is directly felt in the daily lives of thousands of restaurants.

Would you like to become the voice that reassures and the reflex of trust for our clients?

A true pillar of customer satisfaction and ambassador of our company culture, you will play a key role in the customer relationship by offering an exceptional experience every day. At Zelty, Care is not just a hotline: it is a profession of experts, at the heart of the product and the relationship, where every exchange counts.

You are the first voice the client hears when they need help — make it reassuring and effective.

• Manage incoming/outgoing calls and tickets via Ringover and Intercom in an effective and professional manner.

• Resolve customer issues, accompany them with responsiveness and personalized solutions.

• Reroute complex requests to the relevant teams (technical, commercial, etc.) while ensuring rigorous follow-up.

• Embody the voice of Zelty by adopting a discourse aligned with our culture and values.

Your field is also that of ideas: every client exchange can grow the product.

• Identify recurring requests and create resources (FAQs, guides, videos) to streamline the customer experience.

• Participate in the update of our knowledge base and help center.

• Analyze customer feedback and report functional needs to the product team.

There is nothing more satisfying than seeing a client gain autonomy and confidence through you.

• Guide clients in the getting started of our software.

• Explain the Zelty functionalities so that each client can get the most out of it.

• Adapt your support to the specific needs of each client.

• Facilitate their daily use of our tool – without formal training.

When the hardware does its thing, it’s you who puts everything back in place — a true hero of the daily routine.

• Diagnose and resolve first-level hardware issues (POS, printers, network...).

• Guide clients remotely in simple troubleshooting manipulations on their equipment.

• Escalate complex breakdowns to the technical teams while ensuring follow-up.

• Experience: 1 to 3 years in customer support or relationship, ideally on a SaaS solution.

• Client Communication: structure an exchange, simplify a response and advise with clarity, on the phone and in writing.

• Business Tools: comfortable with a ticketing environment (type Intercom), telephony (Ringover) and Notion.

• Level 1 Hardware Troubleshooting: diagnose and guide remotely on equipment (POS, printers, network...).

• Product Curiosity: explore, understand and exploit in depth the functionalities of Zelty to advise well.

• Caring and Empathetic — you really put the human at the heart of each exchange.

• Proactive — you propose, you test, you move things.

• Resilient — remain calm and professional in all circumstances.

• Trustworthy — you can count on you, and our clients too.

• Adaptable and Diplomatic — each client is different, and you know how to respond to their expectations with fairness.

• Pedagogical — you know how to make simple and accessible what seems complex, and transmit with patience.

It is not mandatory, but a good level of English is a real plus!

We want it to be caring and revealing, simple and respectful of your time.

At each stage, we commit to giving you a clear and quick feedback.

See you soon

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