Customer Support Hero

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 scheduling their content, editing statistical reports, calculating the ROI of their social media strategy and interacting with their audience from a single platform for all social networks: Facebook, Twitter, Instagram, LinkedIn, YouTube, Google My Business, TikTok and more! (isn’t it beautiful ? ).

Some numbers

We are now 170 enthusiasts employees divided between Paris and international. 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 the LATAM/APAC to provide assistance and technical support to Agorapulse clients. Support is provided by email or chat, and occasionally by video.

The working hours are 6:00 am - 3:00 pm (GMT+8) - APAC based employees

The working hours are 9:00 am - 6:00 pm (Central Time) - LATAM based employees 

Possibility to have flexible hours depending on location.

We are not accepting applicants who are outside of this timezone.

The missions

• Support prospects and customers in their understanding of how the product works.
• Listen to the customer and be responsive and, 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 familiar with the main social networks
  
• You must have a minimum of 2 years 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.io , zendesk.com , 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.
  
• You are eager to learn, adapt and perfect your work; you seek out help and put it to good use"
  
• A second language - French/German is a plus
  

Important note !

After reading the prerequisites, if you feel that your profile does not correspond 100% to the description, don't worry, send us your application anyway! What matters to us is: your passion, your curiosity and your enthusiasm for the position.

Why Join us

• A Scaleup with a great work life balance
• A rise in skills! Are you looking to grow professionally ? You'll find Guilds and workshops
• Evolve in a SaaS, BtoB, international context
• An exceptional working atmosphere (you can look at our Glassdoor )
• Amazing colleagues and the opportunity to be part of a team of enthusiast
• Full remote position
• Great policy and vacation days
• Salary range from 12K USD to 15K USD per year.

Next steps

The goal is to give you the opportunity to get to know as much as possible the future key members of your team. Between each step, you will always be accompanied by our Talent Acquisition team.

1. Assessment
2. Screening interview by the hiring manager (30 minutes)
3. Who interview by the hiring manager and 2 or 3 peers (1 hour)
4. HR Interview (30 minutes)

If you are enthusiastic and you want to work on (really) interesting missions where you have a real impact on the final product then join us at AgoraPulse!!