Technical SaaS Support Specialist, Fluent French & English

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2017-10

B2B • SaaS • Telecommunications

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Deliver multilingual support in French and English; • Respond, troubleshoot and escalate support requests, including technical issues, via email, phone, chat, scheduled video calls; • Maintain regular communication with customers and provide timely updates on open issues and resolutions; • Identify, reproduce, and report bugs clearly to Product and Development teams; • Gather customer feedback, identify recurring needs, and suggest product improvements to enhance the platform experience; • Maintain high service standards by meeting key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction; • Accurately document all customer interactions in the CRM system; • Stay up to date with platform updates, new policies, and industry trends; • Manage high volumes of requests during peak travel seasons, holidays, and major events.

🎯 Requirements

• Strong French and English skills (C1 for both spoken and written); • At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support, preferably supporting complex technical solutions similar role; • Strong Excel skills, including VLOOKUP, reporting and data analysis; • Excellent problem-solving abilities with a customer-first mindset; • Ability to handle multiple tasks and prioritize effectively in a fast-paced environment; • High attention to detail and accuracy in managing customer information; • Basic computer skills and ability to work with CRM systems and support tools; • Commitment to delivering high-quality customer service and meeting performance targets; • Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

🏖️ Benefits

• The position follows Europe/London (GMT+1) schedule and includes evening, overnight, and weekend shifts: Saturdays from 07:00 to 16:00, Sundays from 06:00 to 15:00, Mondays from 23:00 to 08:00, and Wednesdays to Thursdays from 01:00 to 10:00; • Inclusive international environment; • Compensation in USD; • Good bonuses for referring friends • Paid intensive training and probation; • Work-life balance; • Responsive management interested in your growth and long-lasting cooperation; • Greenhouse conditions for self-development.