Customer Success Guide French

Job Description

Must Have Technical/Functional Skills

• Certified System Administrator (CSA)
• ITIL® Foundation Certification
• Customer Success, IT service management, or SaaS related certifications are an advantage

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer‑first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.
• Strong customer centric mindset with high ownership.
• Excellent verbal and written communication skills.
• Ability to simplify technical information for non‑technical audiences.
• Structured problem solving and analytical thinking.
• Empathy, professionalism, and resilience in high volume environments.
• Attention to detail and process discipline.
• English: CEFR B2 or higher (mandatory); C1 preferred.
• French: B2 to C1 (CEFR scale).

Salary Range: $55,000- $70,000 a year.

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Bachelor of Computer Science.