Customer Support Associate, Bilingual French/English

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🔥 36 minutes ago

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Semble

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 Non-profit

💸 Finance

💳 Fintech

Non-profit • Finance • Fintech

Semble is an online lending platform that facilitates low cost financing for nonprofit organizations. By employing its "Social Investment" model, Semble allows socially responsible investors to invest in the loan needs of the nonprofits they support. As enough funds are raised, the nonprofit receives the loan, and payments are returned to the investors. Semble is dedicated to helping communities transform debt-service dollars into people-service dollars, specializing in nonprofit loans, school loans, church loans, and camp financing.

📋 Description

• Deliver thoughtful, high-quality support to customers in both French and English across email, phone and other digital channels • Take ownership of customer issues from first contact through to resolution, keeping customers informed • Support onboarding activities including account configuration, go-live preparation and customer training • Become a trusted product expert and help customers get maximum value from Semble • Work with Product, Engineering and Customer Success to share feedback, identify recurring issues and improve customer experience • Create and improve knowledge articles, guides and self-service resources • Use AI-powered support tools to improve productivity while maintaining Semble’s human touch • Monitor support queues, identify urgent or high-impact situations and prioritize them appropriately • Identify trends, customer pain points and potential churn risks • Maintain accurate records and contribute to continuous improvement • Resolve issues efficiently while maintaining quality and empathy • Contribute ideas that improve the product, processes and knowledge base

🎯 Requirements

• Fluent spoken and written English and French • Experience supporting customers in a B2B SaaS environment • Genuine passion for delivering exceptional customer experiences • Strong problem-solving skills and curiosity to understand technical products quickly • Ability to remain calm, organised and empathetic in fast-moving situations • Excellent communication skills and confidence explaining technical concepts simply • Experience with Zendesk, HubSpot, Freshdesk, Intercom or similar platforms • Healthcare or another regulated industry experience is a bonus, but not essential

🏖️ Benefits

• £30-32k package (based on your experience and the value you can bring) • 36 days off: 25 holidays + bank holidays + 3 extra days (birthday and ‘feel good’ days) • Company Equity — everyone is eligible for Semble share options • Private Health Insurance covering physical and mental health, dental and optical • Hybrid & flexible work environment • Work from anywhere in the UK, with some flexibility to work across Europe • Latest MacBook (unless you prefer Windows) • Wide range of equipment to set up your home office ergonomically • Fantastic office space with roof terrace, weekly animations, natural light, and cute doggies • Barista coffee, tea, fruits, happy hours and activities