Customer Support Officer

Lengow, an intelligent and automated e-commerce platform:

Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

The Customer Success team is responsible for providing functional and technical support to merchants to help them make the best use of the Lengow platform and deal with any issues.

In this context, and in replacement of an internal transfer, Julian, our Customer Support Manager, is looking for a Customer Support Officer.

Your main tasks would be as follows:

• Provide functional and technical support to our merchants and ensure their satisfaction in the daily use of our Lengow/Netrivals platform (by phone or ticketing tool) in a considerate, accurate, timely, and qualitative manner.
• Ensure that merchants can use all the features offered by our solution.
• Escalate issues to our Technical support team: reproduce, qualify, and write summaries of the various incidents.
• Suggest customer documentation updates or creation in order to reduce the need for assistance.
• Liaise with the customer success manager in order to report and alert them in case of difficulties in using Lengow.
• We are looking for a candidate available to work on Saturdays.

Hiring Process:

• HR interview with Alexandre, our Talent Acquisition Manager.
• Manager interview with Julian, Customer Support Manager, and Sophie (Head of support).
• Technical test with Julian.
• Reference check and offer.

We are looking for someone with the following experiences and skills:

• You are fluent in English and French (Spanish, Dutch, or Italian is a plus).
• You have experience in support software.
• You are resolutely customer-oriented, empathetic, and patient.
• You are recognized for your analytical and synthesis skills.
• You have a technical background (or strong personal interest) and you like being a problem solver!
• You have good interpersonal skills, know how to deal with all types of people, and like to work in a team.
• You are autonomous, proactive, and resourceful.
• Ideally, you have experience in e-commerce.

Joining Lengow is also an opportunity to benefit from many advantages:

• Ticket restaurant 8 euros by day.
• Malakoff Humanis Private insurance & Prévoyance.
• 3 Remote days.
• Flexible hours.
• Bike mileage allowances or 50% of transportation tickets.
• Remote allowances.
• Professional events (Devoxx, Meetup...) and regular internal cohesion.