Customer Support Consultant (French & English C1) - Remote

About the role

SupportYourApp is a global Support-as-a-Service provider working with tech companies such as MasterCard, Calm and MacPaw in 30+ countries. It is looking for a fluent French and English (C1) Customer Support Consultant to join its community and work from home in a multicultural, multilingual environment.

Key responsibilities

• Provide Level 1 customer support by chat, email and calls
• Help customers with product questions and "how-to" requests
• Handle inquiries about payouts and transaction status
• Guide customers on subscription questions
• Identify and escalate recurring or complex technical issues to the right team
• Use the knowledge base to troubleshoot and resolve common issues

Required profile

• Excellent spoken and written French and English (at least C1)
• At least 6 months of experience in a customer and technical support role
• Ability to learn and follow precise procedures, strong analytical thinking and research skills
• Positive, proactive and responsible attitude
• Personal computer with at least 16 GB of RAM and a stable internet connection (minimum 45 Mbps download, 20 Mbps upload)

Required skills

• Experience with CRM systems
• Handling customer issues in a ticket-based environment across email, phone and chat
• Nice to have: prior technical support with time and attendance or WFM software, and Salesforce experience

What we offer

• Fixed schedule: Monday to Friday, 5 PM to 1 AM (1 PM to 9 PM UTC)
• Full remote work option
• International inclusive environment and compensation in USD
• Rewards for referring friends, balance between workload and personal time, and internal health policy
• Responsive leadership, development opportunities and a culture built on trust with no time tracking