Customer Support Specialist

Job description

About

Greenly est une entreprise Tech certifiée B-corp fondée en 2019 par Alexis, Matthieu et Arnaud. Elle permet à chaque entreprise de suivre facilement son empreinte carbone, pour participer à la lutte contre le changement climatique.

Plus de 2000 entreprises ont déjà fait confiance à Greenly pour réduire efficacement leurs émissions de gaz à effet de serre. Car avec Greenly, les entreprises mesurent précisément, réduisent durablement, contribuent intelligemment et rendent compte de leurs progrès.

La plateforme de Greenly associe une collecte intelligente des données à des fonctionnalités avancées pour créer la solution de comptabilité carbone la plus intuitive au monde.

Greenly offre également le soutien d'un expert climat tout au long du parcours du client.

Job Description

Greenly is a B corp certified SaaS founded in 2019. Our platform streamlines data collection and analysis through integrations, making the calculation of carbon emissions accurate, intuitive, and affordable.

Every day, we work with the goal of enabling companies to commit to a carbon reduction trajectory and to engage their entire ecosystem (employees, clients, suppliers) around their climate strategy.

Greenly supports clients within all industries. Currently working with over 2,500 clients, our assistance goes beyond basic carbon assessments by also including services such as Green IT, lifecycle analysis (LCA), and compliance with SBTi and CSRD initiatives.

Our Values:

·  Ambition for climate : Minimize GHG emissions, maximize climate impact
·  Deliver with agility : Work in small increments: fail fast, learn fast, win fast
·  Own your opportunities : Achieve outstanding results by showing initiative and accountability
·  Feedback paves the way : Succeed as a team by helping others progress

Curious to know more ? Take a look at our blog !

About the team : 

Greenly's Customer Support team is dedicated to delivering the best possible experience for our clients. 

With this mission in mind, we ensure ongoing support to our clients whilst also ensuring we're helping the team work in a smarter way. 

We are guided by this ambition to help in the best possible way, we go the extra mile to make an impact and we value ownership within our own scope and from those around us. 



Responsibilities of the role : 

·  Customer Engagement: Interact with customers primarily through our Intercom platform, delivering prompt solutions to their queries and actively facilitating their progress with assigned tasks.
·  Collaboration with Teams: Work closely with product specialists and other teams to ensure consistent and informed support, actively providing insightful feedback to enhance overall customer satisfaction.
·  Ticket Prioritization: Prioritize daily tickets and customer progress follow-up, aiming to exceed customer expectations with every interaction.
·  Communication Mastery: Translate customer questions into clear and concise answers, actively contributing to enhancing their overall customer experience.
·  Expanded Opportunities: As you progress in the role, there will be opportunities to lead webinars, write articles, and take on additional responsibilities such as leading onboarding sessions, contributing to the dynamic growth of our team.
·  Passion for Customer Success: Demonstrate an enthusiastic commitment to customer success and an eagerness to contribute to our evolving team.

Ultimately, your role is integral to providing outstanding customer support, fostering positive interactions, and contributing to the continuous growth and success of our team! 

You would be a solid fit for this role if you... 

·  are passionate about customer support.
·   have a first experience in a customer-facing role within the SaaS industry. 
·  are detail-oriented and are highly organised in your day-to-day. 
·  are an adaptable, curious and an independent learner, thriving in fast-paced, dynamic settings. 
·  are driven by helping others move forward. You love interacting with customers while providing them with clear answers and strong support.
·  possess a problem-solving mindset and can think on your feet to find effective solutions. 
·   are excited by the opportunity to shape and improve our evolving processes, bringing your ideas and making a significant impact as we build together.
·  are fluent in French (~C2) and English (C1)

We would be a great match for you if you are looking for :

·   Private health insurance (by Alan, 100% covered by Greenly).
·   Your monthly transportation fee 50% covered by Greenly (Pass Navigo).
·  Lunch vouchers (by EKIP for a more sustainable way of eating!)
·   Flexible WFH policy and a beautiful office in the heart of Paris.
·   A permanent contract in statut cadre including 8-10 RTT per year in addition to your 25 legal paid holidays.
·   An ambitious, welcoming & friendly team excited about growing together and ready to tackle the biggest challenge of our time. 

The recruitment process

·  Have an introduction call with Sabina , our Talent Acquisition Manager.

·  Prepare and present a Case Study exercise to Elisa, Support and Onboarding Leader. 
·  Meet Ying, our Head of Delivery. 

Additional Information

·  Contract Type: Full-Time
·  Location: Paris
·  Possible partial remote
·  Salary: between 30000 and 33000 / month