Managing your social networks has never been so simple!Who are we?European leader in social media management, Agorapulse is deployed in 15 countries and supports +31,000 users worldwide. We are the highest-rated social media management software in Europe based on thousands of real users' reviews on G2. You can start a free trial to see for yourself.So what are we doing exactly?We allow agencies, social media managers, and marketers to manage their social networks simply. We help schedule their content, edit statistical reports, calculate the ROI of their social media strategy, and interact with their audience from a single platform for all social networks: Facebook, Twitter, Instagram, LinkedIn, YouTube, Google My Business, TikTok, and more!Some numbers:We are now 170 enthusiastic employees divided between Paris and internationally. Our semi-remote organization allows us to have employees all around the world. 60 recruitments in 2023, 30 different nationalities.What we're looking for:The Support Hero must be based in Europe to provide assistance and technical support to Agorapulse clients. Support is provided by email or chat, and occasionally by video. The working hours are Monday to Friday 9:00 am to 6:00 pm (GMT+2). We are not accepting applicants who are more than 2 hours outside of this time zone.The missions:Support prospects and customers in their understanding of how the product works.Listen to the customer and be responsive; in the event of a problem or bug, you will be in charge of precisely identifying the problem and reporting it to the technical team.Maintain deep expert product knowledge.Participate in support team meetings and help manage priorities for future technical and UX developments and improvements, based on user feedback.Participate in the beta tests of the new functionalities of the platform.Participate in the improvement of the Help Centre Articles and internal help material.The Support Hero reports to the Customer Support Manager and will work in coordination with many support agents located in Europe, Asia, and the Americas.About you:You are the ideal candidate if:Customer satisfaction is your top priority.You have a reasonable understanding of the social media landscape and are familiar with the main social networks.You must have a minimum of 2 years of experience in a customer-facing role, particularly in a remote online capacity. A deep knowledge of SAAS tools and the customer support environment will be a significant advantage.You are familiar with CRM tools like Intercom, Zendesk, etc.You are comfortable working and learning remotely.You have experience using asynchronous tools to communicate, like Slack.You have impeccable communication skills.You are obsessed with customer service.You have strong organizational skills.You are goal- and results-driven.You are a strong team player but still a self-starter.You are able to work in a high-energy, hyper-growth startup environment.
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