Customer Success Specialist – Americas

This is a fully remote position, open to applicants in France.

📋 Description

• Support and Success: manage inbound interactions through Intercom (email and chat) to provide users with prompt, clear, and helpful responses.

• AI-assisted support: operate within a framework where AI agents handle the majority of requests.

• Product feedback and bug reporting: monitor user suggestions and communicate bugs to the Product team.

• Customer onboarding and retention: proactively identify users who may require assistance and guide them accordingly.

• Upsell opportunities: recognize inbound qualified upsell leads and direct them to the Account Management team.

• Internal processes: enhance support by tagging conversations and ensuring that documentation is current.

• Knowledge sharing: keep abreast of product updates and engage in product webinars bi-weekly.

• Ownership area after onboarding: assume responsibility for one of the Customer Success tasks after the initial six months.

⛳️ Requirements

• The 17:00–02:00 CET schedule is a genuine preference for you, rather than a compromise.

• You possess technical proficiency and are a self-motivated individual.

• You have excellent verbal and written communication abilities.

• You exhibit patience and empathy when dealing with upset customers.

• You recognize that customer support serves as a valuable source of feedback for product improvement.

• You have experience with remote work and are comfortable working autonomously.

• You are confident in using Intercom (or similar platforms) and are at ease working with AI agents as part of your daily routine.

• You possess a minimum of 2 years of experience in a Customer Support and/or Success role.

• Bonus points if you have experience with a SaaS product, understand APIs, or have utilized tools like Intercom, Notion, or Linear.

• Bonus points if you are passionate about user experience and enjoy contemplating product/UI aspects.

🏝️ Benefits

• A yearly gross salary ranging from $45,000 to $55,000 USD, based on experience.

• An automatic annual raise of 5%.

• Five weeks of paid vacation each year.

• Employment or contractor status, depending on your location.

• Coworking space membership.

• Fully funded setup (including a MacBook Pro, standing desk, ergonomic chair, etc.).