Customer Support Specialist (French & English)

Who We Are

Shares is a social investment platform that gives everyone access to the stock & crypt markets and improves the investment experience by integrating a buzzing community of friends, peers and influencers.

We built Shares to fit the way people connect today. It’s simple and straightforward to use and lets everyday people chat, share, follow, tag and engage with groups in a seamless flow – all inside a secure real-time trading platform. Our team shows up to work every day to pour our brains, hearts and vision into a product that matters to us because we care about the people who use it. It’s a fresh, focused, inclusive and exciting work environment. We welcome people from all backgrounds with great skills and vision to join our diverse, broadminded, international and non-hierarchical team. Shares is backed by top tier consumer and fintech VCs and we are expanding fast across Europe. Remote and onsite positions are open now in our Paris, London, and Krakow offices.

What we are looking for

We are looking for a Customer Support Specialist with French language to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. In the end, you'll be a big part of making our company known for giving really good customer support!

With our sights set on substantial growth in the upcoming year, we are excited to announce new employment opportunities!

The position comes with three distinctive work arrangements:

• On-site work at our Krakow office.
• Remote work, accessible from anywhere within Poland and additional days allowance to work from anywhere
• A hybrid model that combines office-based work with the flexibility of remote work.

Responsibilities

• Provide comprehensive assistance to Shares customers by addressing their inquiries and resolving any issues they encounter.
• Deliver prompt and accurate responses via chat and email channels, with the potential for phone support in the future.
• Thoroughly validate customers' documents to ensure compliance with legal standards and internal protocols.
• Conduct diligent investigations into security alerts to identify and assess potential instances of suspicious activity.
• Actively identify and escalate instances of suspected market abuse, money laundering, and activities related to terrorism financing.
• Monitor and engage with customer complaints across social media platforms to offer timely assistance and resolution.
• Engage in pre-launch testing of new app features to ensure a seamless user experience.
• Collaborate seamlessly with cross-functional teams and departments to enhance the overall customer journey.
• Collect valuable customer feedback and collaborate with our Product and Marketing teams to drive improvements.
• Participate actively in projects aimed at elevating customer satisfaction levels.
• As the role expands, potential responsibilities could encompass guiding less experienced agents, facilitating training sessions, conducting research and data analysis, creating educational materials for customers, and a variety of other tasks

Requirements

• Proficiency in English is essential as it serves as our daily operational language within the company and for most customer interactions
• Fluency in French is also essential, as you will play a key role in offering support to our French-speaking user base.
• Adaptability to rotating shifts is crucial, given our plans to introduce 24/7 customer support. This will involve occasional weekend and nighttime shifts.
• High customer focus. You don't stop until you fully resolve the customer's issue.
• Readiness to work effectively under pressure is expected, considering the significant impact your role will have on the company's success. We seek top-tier performance from you.
• Ability to learn fast. You will learn a lot about investments, trading, and the financial industry.
• High ambitions. The Support Specialist position in Shares is much more advanced than at any other company. A significant part of your job will be dedicated to growing additional skills. We are looking for people who want to build a career in Shares by starting as a Support Specialist and eventually moving to a more advanced role.
• Skills that are not mandatory but will help you stand o