Yousign (EN) recrute un(e)
Customer Care Officer
CDI • France
Cette offre est lié au département Customer care
Yousign is a leading European SaaS player in the e-signature space, mainly active in France, Germany, and Italy(e)Having anticipated the shift towards paperless long before any European competitors, Yousign helps thousands of sales, purchasing, HR, legal, IT teams to digitalize and automate their contract processes.
Yousign seeks to support SMBs of various sectors through its easy-to-use electronic signature application(e)It also features a powerful API that is easy to integrate and facilitates adoption by smaller companies(e)The e-signature company aims to expand its product further up the value chain into document automation, approval management, and additional workflows.
Founded in 2013 by Luc Pallavidino and Antoine Louiset, Yousign has more than 10 000 customers, 3M+ monthly signers, 180+ employees, growing at a x2.5 rate YoY, making it the most performing e-signature scale-up in Europe.
After a successful seed round in 2019 with eFounders, one of the best SaaS seed investors in Europe, the company just closed a $35M Series A round, led by Lead Edge Capital, a tier-1 US based growth investment firm (Algolia, Blablacar, Asana, TransferWise, Toast, ...) to support its ambition of becoming the dominant European player in its category.
Your position a few words
You will be responsible for supporting our customers on a daily basis by answering any technical questions they may have about the use of our solutions(e)You will play a key role, both in responsiveness to ensure optimal customer satisfaction as well as the analysis and transmission of information to the members of the Yousign team.
A few more details?
Reporting directly to the Head of Customer Care, you will be responsible for tracking and resolving incoming technical requests and customer incidents via various channels (mainly Salesforce Service Cloud).
Your role is essential to taking care of our customers and offering them the best experience(e)You will respond to our customers’ questions, feedback or comments, and you will analyze all the requests you receive to identify the features of our solution that can be improved.
You will also be an asset to the entire NRR (Net Revenue Retention) team, which will be able to plan and organize its work based on your analysis and feedback(e)You are a driving force to the team as you will be responsible for proposing, implementing and improving our customer support processes.
Your missions
- Be a privileged interlocutor for our customers in the resolution of problems related to the Yousign App and API, in compliance with our SLAs (response and resolution time, CSat...)
- Take charge, with all parties, of the definition and resolution of incidents, the development of product improvements and workarounds.
- Manage communication with customers in case of major incidents and bugs.
- Work with the NRR (Net Revenue Retention) team to ensure a great customer experience.
- Identify features and topics that drive regular customer questions.
- Monitor customer support KPIs to proactively identify areas for personal and team improvement.
- Take proactive actions to anticipate and detect potential areas of improvement in our product for customer understanding.
Who you are
- You recognize yourself in the values of Yousign: cohesion, transparency, trust, ambition
- You have a first experience in Customer Service or Support in a web, tech or startup environment and, ideally, in SaaS
- You have already worked with APIs (intermediate level) and you master SQL (basic level)
- You know how to adapt to any situation and to any interlocutor(e)For this, you will also need passion, autonomy and patience.
- Your written and oral communication skills are impeccable in French and English.
- You are autonomous and responsible.
- You are comfortable managing multiple tasks and issues at once.
- Team spirit is the basis of your approach.
Your Team
You will join the NRR (Net Revenue Retention) team, currently composed of three departments:
- Customer Success
- Account Manager
- Customer Support/Care
The NRR team is committed to providing our customers with an unforgettable experience(e)Its development is a priority to accompany the success and continual growth of Yousign.