Customer Support Officer

Lengow, an intelligent and automated e-commerce platform :

Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

The Customer Success team is responsible for providing functional and technical support to merchants to help them make the best use of the Lengow platform and deal with any issues.

In this context, and in replacement of an internal transfer, Enzo, our Customer Support Manager, is looking for a Customer Support Officer.

⌨️ Your main tasks would be as follows :

• Provide functional and technical support to our merchants and ensure their satisfaction in the daily use of our Lengow platform (by phone or ticketing tool) in a considerate accurate, timely and qualitative manner,
• Ensure that merchants can use all the features offered by our solution,
• Escalate issues to our Technical support team : reproduce, qualify and write summaries of the various incidents,
• Suggest customer documentation updates or creation in order to reduce the need for assistance ,
• Liaise with the customer success manager in order to report and alert in case of difficulties in using Lengow .

Hiring Process :

• HR video call with Inchela, our HR Business Partner
• Manager interview with Enzo, Customer Support Manager, and Sophie, Head of support
• Technical test with Enzo
• Reference check and job offer

Requirements

We are looking for someone with the following experiences and skills:

• You are fluent in English, Spanish and French
• You are resolutely customer oriented, empathetic and patient
• You are recognised for your analytical and synthesis skills,
• You have a technical background (or strong personal interest) and you like being a problem solver
• An experience in support software would be a plus
• You have good interpersonal skills, you know how to deal with all types of people and you like to work in a team
• You are autonomous, proactive and resourceful
• Ideally you already have experience in e-commerce

Benefits

✨ Joining Lengow is also an opportunity to benefit from many advantages :

• 3 Remote days per week
• Flexible compensation (Edenred)
• Wellness subscription discount (Wellhub)
• Competitive paid time off
• Bike mileage allowances or 50% of transportation tickets
• Ticket restaurant 8 euros by day
• Malakoff Humanis Private insurance & Prevoyance
• Remote allowances
• Weekly Happy Break on Thursday Evening at the office with food and beverage

Specific benefits may vary depending on your country of employment (France or Spain).