Bilingual Customer Support Specialist

Summary

Join Laundryheap, a rapidly growing on-demand laundry service, as a proactive, bilingual Customer Support Specialist (French & English) working remotely from France. You will provide exceptional customer service via email and live chat, ensuring timely responses to queries and complaints. This role involves managing escalations, resolving issues, collaborating with teams, and contributing to process improvements. You will be a brand ambassador, ensuring customer satisfaction and loyalty. The position offers remote work, flexible hours, and career growth opportunities within a dynamic international team. Apply now and become part of our success story!

Requirements

• Fluency in French and English (written and verbal) with impeccable grammar and spelling
• 1+ years of experience in a customer support role, particularly with email and live chat
• Familiarity with customer support tools such as Intercom or similar platforms
• Experience in résolution de problèmes and handling escalations
• Strong organisational skills and ability to multitask

Responsibilities

• Provide quick and accurate support to clients via email and live chat, in both French and English
• Manage escalations professionally, ensuring proper follow-ups
• Maintain a high standard of tone, professionalism, and clarity in all written communication with customers and internal stakeholders
• Collaborate with relevant teams to resolve customer complaints efficiently, following proper escalation protocols
• Generate invoices using our online system and ensure clear communication with customers
• Ensure pricing on our online pages is accurate and competitive, adjusting to meet market demands
• Contribute to process improvements and share customer feedback with the team to optimize workflows
• Manage workload effectively while meeting KPIs to enhance the customer experience
• Work closely with gestionnaires de comptes (account managers) to ensure customer needs are not just met but exceeded
• Share key insights with internal teams to continuously improve service clients

Preferred Qualifications

• Experience in a fast-paced, start-up environment is an advantage
• Additional European language fluency is a plus

Benefits

• Remote role (Télétravail): Work from home in France while supporting global customers
• Flexible working hours: Balance your work with life while helping customers worldwide
• Career growth: Join a fast-growing company with ample opportunities for professional development