• Provide timely, clear, and helpful customer support through phone, chat, and email in both French and English.
• Diagnose and troubleshoot technical issues related to SaaS functionality, configuration, integrations, and customer workflows.
• Investigate customer problems methodically, identify root causes where possible, and provide practical solutions or workarounds.
• Escalate complex or unresolved technical issues to Product Development, QA, or other relevant internal teams with clear documentation and context.
• Maintain accurate records of customer inquiries, technical issues, troubleshooting steps, and resolutions within the support system.
• Follow up on escalated issues and help ensure customers receive appropriate updates and resolutions.
• Build strong knowledge of the product portfolio, including new features, enhancements, integrations, and relevant technical capabilities.
• Contribute to knowledge base articles, internal documentation, troubleshooting guides, and other resources that improve the support experience.
• Identify recurring customer issues and proactively suggest improvements to support processes, product functionality, and customer documentation.
• Assist with product demonstrations and customer training sessions when required.
• Share customer feedback and recurring technical challenges with internal teams to support continuous product improvement.
• Stay informed about relevant SaaS and short-term rental technology trends to provide increasingly effective customer guidance.
• Work collaboratively within a distributed international support environment while maintaining a strong customer-first mindset.

Requirements:

• 2+ years of experience in technical support, customer support, help desk, or call centre roles, ideally within a SaaS or technology environment.
• C2-level proficiency in both French and English, with excellent written and spoken communication skills in both languages.
• Experience supporting customers through multiple channels, including phone, chat, and email.
• Strong technical troubleshooting and problem-solving skills, with the ability to understand issues, investigate potential causes, and communicate solutions clearly.
• Comfortable working with SaaS applications, software configurations, integrations, and technology-related customer issues.
• Strong customer orientation and commitment to delivering accurate, timely, and high-quality support.
• Ability to explain technical concepts clearly to customers with different levels of technical knowledge.
• Strong written communication skills and attention to detail when documenting issues and resolutions.
• Collaborative approach, with the ability to work effectively with Product Development, QA, and other internal teams.
• Eagerness to learn new technologies, product features, and industry concepts.
• Proactive mindset, with an interest in identifying recurring issues and contributing to process and documentation improvements.
• Ability to work independently in a fully remote environment while remaining engaged and responsive to customers and colleagues.
• Willingness to work shifts, with the primary schedule for this role being 9:00 AM to 6:00 PM CET.
• Availability to work within the EMEA region and collaborate effectively with distributed international teams.

Benefits:

• Competitive compensation aligned with market rates in the applicant’s country of residence.
• 100% remote working, with the flexibility to work from a home office, coworking space, or another suitable location within your country of residence.
• Stock options, providing an opportunity to participate in the organisation’s long-term success.
• Flexible working environment designed to support autonomy and work-life balance.
• Annual paid leave aligned with local country and employment regulations.
• Country-specific benefits such as health insurance and pension contributions, where applicable.
• Professional growth and career development opportunities within a rapidly growing technology environment.
• Opportunity to work with an international team distributed across more than 40 countries.
• Diverse and collaborative culture that encourages learning, ownership, innovation, and continuous improvement.
• Exposure to a growing B2B SaaS product and the opportunity to develop strong technical and customer-facing expertise.