Customer Support Specialist

About the role

FullEnrich is looking for a bilingual Customer Support Specialist to join its remote‑first team. You will assist French‑ and English‑speaking B2B SaaS customers, ensuring they receive accurate, thorough help with our contact‑data platform.

Key responsibilities

• Respond to customer inquiries in French and English via Intercom and Slack.
• Troubleshoot product, billing, API, and integration issues, including CSV uploads and credit usage.
• Assist with API requests and integrations with HubSpot, Salesforce, and Make.
• Leverage AI tools in daily workflow to improve efficiency.
• Escalate bugs with clear, reproducible steps and context.
• Identify gaps in internal documentation and update them.

Required profile

• 3+ years of experience in B2B SaaS customer support.
• Fluent in both French and English, used daily.
• Strong analytical mindset; able to read API requests and JSON responses.
• Detail‑oriented, empathetic, and committed to going beyond “good enough”.
• Experience with Intercom or similar support tools.
• Resident of Morocco.

Required skills

• Intercom
• Slack
• API troubleshooting
• JSON handling
• HubSpot integration
• Salesforce integration
• Make (integration platform)
• AI tools (e.g., ChatGPT)

What we offer

• Competitive salary (€15,000‑€18,000 gross per year).
• Remote‑first work environment based in Morocco.
• High ownership in a profitable, fast‑growing SaaS company.
• Opportunity to make a direct impact on a product used by 3,000+ customers.