Customer Support Representative

About us 👇🏼At lempire, we're a passionate team on a mission to help individuals and businesses grow.As a B2B SaaS company, valued at $150 million, we offer an array of products:🔵 lemlist: our platform designed to assist people in personalising their outreach and securing more meetings with leads.🟠 lemwarm: our premier deliverability tool on the market that assists users in keeping their emails out of the spam folder.🔴 lemcal: our scheduling tool complete with personalised booking page to arrange meetings 2X faster.🟣 Taplio & Tweet Hunter: our tools aimed at building strong personal brands on LinkedIn & Twitter.At lempire, we also believe in fostering a sense of community. We achieve this by bringing like-minded people together through our online community and onsite events.Additionally, we provide free online learning resources, all with the goal of helping our audiences grow their businesses exponentially faster.Our mantra: Keep growing! We live by it each and every day.
Job descriptionAs Customer Support Representative for lemlist, lemwarm and lemcal, you’ll be in charge of educating and helping users succeed, mostly over tickets.In your new role, you are expected to:→ help us retain our current users→ make their experience the best possible so they can refer us→ upsell when you target the need→ make sure the voice of the user is heard.
Your unique focus is answering tickets created by users via live chat. You can also call users, to make their experience warmer and better take care of their needs. You will have complete freedom and an environment where you can be creative, learn, and develop your skills. Your goal would be to achieve 98%+ customer satisfaction. In our weekly reports, we also include the number of calls with users, upsells, and direct sales. Happy news - as long as you show care and devotion towards users, these numbers will all be hit easily. You will work with the Head of Customer Excellence as your direct manager and in correlation with the dev, sales, and marketing team.
Here how your first weeks will look like:Phase 1: week #1 (onboarding)Knowledge base - have a walk through our FAQGet to know all the tools customer support usesCreate 3 campaigns on your own account and test lemlist by yourself in depthPhase 2: week #2 to week #5 (testing field)You will be assigned easy ticketsGet familiar with rules and strategies for ticket handlingEveryday review of tickets handled with the Head of CSPhase 3: week #6 to week #8 (upsell and retention focus)Start with difficult tickets and more tech-orientedHave a call with 10 potential upsells per week minimumHave a call with 10 potential churns per week minimumPhase 4: week #8 to week #12 (spreading skills)Get one side project based on your potential and interest shownGet a portion of the FAQ with deadlines to level upPhase 5: week #12 to week #16 (skills presentation)Complete a feedback file based on your experienceComplete a feature request file based on your experiencePresent a strategy of searching for users that are potential churn or upsell and create a doc of users to reach out to based on that

Must-have qualificationsFluent in EnglishEU based (preferably Serbia) 2 years in customer support

What do we offer?Flexibility - where you live and work is totally up to you. FYI, we have an office in Paris and a flat, if you enjoy life at the officeVacations: 25 days per yearYou get a laptop + tools and equipment you need for your jobTeam building - We all get together once per year in really cool places around the world
Recruitment process1) Business case 2) Interview with Ena (Head of Customer Support) and Victoire TAM3) Interview with Oriane (Chief of Staff)4) Reference check 5) Offer