Customer Support Associate, Bilingual French/English

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

📋 Description

• Provide attentive, high-quality assistance to customers in both French and English through email, phone, and various digital channels.

• Take responsibility for customer issues from initial contact to resolution, ensuring customers are kept updated.

• Assist with onboarding tasks, including account setup, go-live preparations, and customer training.

• Become a reliable product expert, helping customers derive maximum value from Semble.

• Collaborate with Product, Engineering, and Customer Success teams to relay feedback, identify recurring issues, and enhance the customer experience.

• Develop and refine knowledge articles, guides, and self-service resources.

• Utilize AI-driven support tools to boost productivity while preserving Semble’s personal touch.

• Oversee support queues, recognize urgent or high-impact situations, and prioritize them accordingly.

• Detect trends, customer pain points, and potential churn risks.

• Maintain precise records and contribute to ongoing improvement efforts.

• Resolve issues promptly while ensuring quality and empathy are upheld.

• Share suggestions that enhance the product, processes, and knowledge base.

⛳️ Requirements

• Proficient in spoken and written English and French.

• Experience in providing support to customers in a B2B SaaS setting.

• A genuine enthusiasm for delivering outstanding customer experiences.

• Strong problem-solving abilities and a desire to quickly grasp technical products.

• Capability to remain calm, organized, and empathetic in fast-paced environments.

• Excellent communication skills with the ability to explain technical concepts in simple terms.

• Familiarity with Zendesk, HubSpot, Freshdesk, Intercom, or similar platforms.

• Experience in the healthcare sector or another regulated industry is advantageous, but not mandatory.

🏝️ Benefits

• £30-32k package (dependent on your experience and the value you can contribute).

• 36 days off: 25 holidays + bank holidays + 3 additional days (birthday and ‘feel good’ days).

• Company Equity — all employees are eligible for Semble share options.

• Private Health Insurance covering physical and mental health, dental, and optical care.

• Hybrid & flexible work environment.

• Opportunity to work from anywhere in the UK, with some flexibility for work across Europe.

• Latest MacBook provided (unless you prefer a Windows device).

• A wide variety of equipment to ergonomically set up your home office.

• Fantastic office space featuring a roof terrace, weekly activities, natural light, and friendly dogs.

• Barista-style coffee, tea, fruits, happy hours, and engaging activities.