Senior Customer Support Job Los Angeles California USA,Customer Service/HelpDesk

This is a remote position.

We are a startup specializing in SaaS software for watersports and outdoor activity providers (dive center, watersports centers, bike rental, ski school, etc.) with a growing team. We are looking for a highly experienced and proactive individual to join our technical support and Customer Success team. You will work directly with clients in both English and French, helping to resolve issues and improve customer satisfaction.

Responsibilities

Provide live chat support(Intercom) inEnglishand

French.
Conduct customer training in both languages
Help reducechurnby recovering clients and identifyingupsellopportunities for products.
Collaborate with the team to improve the knowledge base and internal processes.
Manage customer inquiries independently and resolve issues quickly and effectively.
Workproactivelyin a startup environment, with the ability to navigate evolving challenges and priorities.

Requirements

4+ years of experience in B2B software support or Customer Success. 5 to 10 years' experience would be a plus.
2+ years of experience in livechat support.
Fluent in both English and French(written and spoken) – advanced level is mandatory.
Ability towork independently and handle multiple support tasks simultaneously.
Excellent skill in fully grasping customer inquiries, breaking them into manageable components, and meticulously addressing each aspect.
Technical support level
2. Capacity and interest to handle complex technical problems or bugs would be a big plus
Strongcommunicationandproblem-solving skills.
Ability towork under pressure and adapt to a constantly changing environment.
Proven capacity to manage other support staff and take strategic initiatives is a plus.

Benefits

Location:100% remote work with flexibility.

Hours:

Full-time (40 hours per week) ; 8h per day.
Salary:$1,100 - $1,500 USD per month (including a variable component)
Vacation:18 vacation days + public holidays according to the employee's country of residence

Opportunity to grow within an expanding SaaS startup.