Customer Support Specialist

Job title: Customer Support Specialist

Company: Lalilo

Job description: We are expanding the Customer Support team, and we are looking from someone friendly and reliable, who cares about teachers, in order to help us. This role is crucial for our users’ (teachers & families) satisfaction.This role will report to the Customer Support Manager (based in France).You will also work closely with our Community Manager, our Implementation Coordinators, our US Support team, our Business Development Manager and our General Manager for France.Your missions:Empowering users thanks to self-service support;Making sure that every single message receives a quick, friendly and relevant reply;Replying to the French support tickets;Maintaining up-to-date and user-friendly FAQ articles and saved replies;Participating in the continuous improvement of our product by clearly and efficiently communicating any bugs, customer concerns, and feedback to the product team;Frequently re-evaluating and re-adjusting our customer support tool (Intercom) and processes;Ensuring smooth coordination with the international support team (UK, Asian and Australian markets).Doing a few customer success tasks in our Back Office (such as implementation or rostering) for users who can only speak FrenchProviding support IRL at academic events and trade fairs in FranceWe believe that reactivity is key while managing a customer support service. We are humans talking to other humans, so we believe that a simple, kind and genuine message is powerful. Transparency is also important with our customers and with the Lalilo team. You will be the voice of Lalilo for many of our users. We want our users to continue to view our support as friendly, transparent, and efficient, to understand that they’ve been heard and that their feedback will help us build a better product.About youWe’re looking for somebody who:Deeply cares about educators and can relate to them;Has outstanding verbal and written skills, in French and in English;Is tech-savvy and able to thrive in a matrixed organization;Is extremely organised and structured, able to navigate in unstructured environments;Proactive in bringing new ideas in the customer support projects they participate inPays attention to details and can multitask;Enjoys direct contact and meeting users.Preferred experienceWe’re looking for a Customer Support Specialist:with at least 2 years of customer support experiencewith detailed working knowledge of helpdesk tools (eg: Intercom, Zendesk,…)fluent in French and in English – with outstanding spelling skillsMore details Outstandingly mission-based and fun work environment 🙂 25 days of PTO + 10 days of RTT + additional time off as needed Health insurance with Swisslife (basic package paid 100% by Lalilo) Take care of your mental health and get free counseling with Lifeworks Meditate with a free subscription to Calm 75% refund for your Navigo card Luncheon vouchers Hybrid and flexible working environmentWeekly yoga classes at the office or on ZoomGet involved with Lali-tivities! (after works, running club, pastry of the week, and more!)Recruitment processshort call with Anh, our HR manager (30 mn)technical test (2 hours)technical interview (60mn) – Estelle + Carofit interview (60 mn) – Estelle + Pascaltwo-way reference callsWant to know more?Meet Laurent, Co-fondateurMeet Anh, People and Culture ManagerDiscover the companyExplore the company’s profile or follow them to find out if they’re the right fit!Follow them!The companyLaliloSoftware, Artificial Intelligence / Machine Learning, EdTech48 employeesFounded in 2016Average age: 31 years old45%55%Who are they?About LaliloLalilo is an EdTech company building a web-based app to help elementary teachers differentiate their reading instruction. Our vision is to support educators in the classroom by gathering pedagogy, design, and artificial intelligence in the most engaging learning platform. We believe teachers have the hardest, most impactful, and most important job in society – and we want to help them in their mission to help students. We also believe every student should be given every chance to succeed, and this starts by becoming a proficient reader.In France 20% of the students who graduate from elementary school (collège) can’t read proficiently enough to keep up with the academic demands of the classroom. In the U.S, that number goes up to 30%. By providing individualised learning to students they want to drive that number down to 0.Our tool is used by more than 100,000 teachers worldwide as well as 1.2M students and growing! On the student side, students evolve through different worlds and collect treasures as they go. They complete exercises in phonics, sight words, word families, and comprehension. On the teacher side, detailed reporting allows teachers to better understand student strengths and areas of need. Educators can also print weekly reports and invite families to use the platform at home.We are a team of 34 passionate, hard-working, and fun individuals based in France. Since 2021, Lalilo is part of the International group Renaissance Learning, a worldwide Edtech leader.The workplaceThese job openings might interest you!These companies are also recruiting for the position of “Service client”.QobraParisPermanent contract20 hours agoStocklyParisPermanent contract€50K to 70K20 hours agoGiskardParisPermanent contractA few days at home€50K to 70K3 days agoDataGalaxyParisPermanent contractA few days at home4 days agoSumUpParisPermanent contract5 days agoDoctolibLevallois-PerretPermanent contract6 days agoApplySaveAboutMeet usThe newsletter that does the jobRelevant advice, informative Q&As, inspirational portraits, newsworthy reports, videos, job openings, company profiles, and more.SubscribeYou can unsubscribe whenever you want. We won’t bother you-we promise. 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Expected salary: €35000 – 45000 per year

Location: Paris

Job date: Wed, 15 May 2024 00:51:12 GMT

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