Customer Care Manager Surfe

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Customer Care Manager Surfe
Entreprise anonyme
15 - 50 salariésParisRemoteOpérations2 - 5 ans40k - 50k €

Who they are

Surfe is on a mission to create the next generation sales productivity tool, aleviating the pains of daily work for the whole modern revenue team.

“We power sales through a flexible interface that makes CRM accessible everywhere. We connect the CRM to additional data sources, resulting in less admin and more sales.

Concretely, it takes the form of a browser extension helping thousands of customers (including Google, Uber, Mirakl, Spendesk) connect their CRM with LinkedIn. Evolving organically from this simple solution, we are now scaling up while keeping the focus on solving the pain of opinionated CRM flows.

Having recently reached 1M€ ARR and raised 4M€ in seed founding, the time has come to grow the team and take our product to the next level. Exciting challenges are to come as well as opportunities for career growth.

We are a team of 30+ from 15 different countries, we are based in Paris but most of us are fully remote, working across 7 different timezones, from Salvador, Brazil to Istanbul, Turkey.”

🇫🇷 🇩🇪 🇮🇩 🇹🇷 🇷🇺 🇧🇷 🇵🇱 🇪🇬 🇺🇸 🇲🇰 🇪🇸 🇵🇹 🇬🇷 🇲🇹

What you will do

  • Investigate and resolve inbound customer issues reported through all communication channels including Intercom and email

  • Support customers in end-to-end engagement including product demos, onboarding, account setup, debugging issues, feature and integration discovery

  • Analyze customer trends and behavior and run upsell focus campaigns

  • Partner with our engineering team to identify, reproduce and document bugs

  • Collaborate with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback

  • Surface trends and insights from customer feedback to the team at large to inform product choices

  • Analyze churned customers and build a strategy to win back customers

  • Participate in the team’s effort to build a global success of Surfe

Who you are

  • 3+ years of experience in the SaaS industry as CS/CSM/QA

  • Tech-savvy

  • Engineering background (is a plus)

  • Passion about quality and being the voice for the customer

  • Excellent communication and customer services skills

  • You care deeply and genuinely about customer experience and about the role it plays in making a customer-centric team successful

  • Experience troubleshooting technical issues including APIs and integration setups. Ability to reproduce bugs with Surfe and our integrations

  • Strong organization skills, ability to manage your time and priorities, multitasking

  • Based in Paris, but speaking French is not mandatory

What they offer

  • 40,000-50,000€ + variable depending on profile

  • Equity package

  • Challenging and interesting work

  • A healthy work environment (no deadlines, no interruptions, few meetings, “low touch” management)

  • A place in a diverse and open-minded team (30+ people from 14 countries, almost 50/50 gender balance)

  • Flexible working hours

  • 5 week paid holidays

  • Stipend to set up your home office

  • Regular team events in Paris and offsite

  • Other advantages guaranteed by the French law (healthcare insurance, meal vouchers, parental leave, sick days…)

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