Customer Support Specialist

This is a fully remote position, open to applicants in France, +2 more countries.

📋 Description

• Take charge of incoming tickets during business hours as the primary support for all K-Pro clients.

• Assess each ticket, determine its priority (P1 to P4) and affected service, and direct it to the appropriate team.

• Monitor open tickets and escalate promptly when service level agreements (SLAs) are at risk.

• Provide users and Customer Success Managers (CSMs) with clear, timely updates throughout the ticket resolution process.

• Diagnose user issues by replicating bugs, reviewing data and configurations, and supplying engineers with actionable reports.

• Acquire knowledge of K-Pro's features, datasets, login procedures, API access, exports, permissions, and client research inquiries to resolve issues independently.

• Differentiate scientifically incorrect results from usage-related questions.

• Notify Customer Success of critical tickets, recurring problems, and signs of client dissatisfaction.

• Transform ticket trends into product feedback, updates to documentation, or process improvements.

• Monitor and report on support metrics, including response times, SLA compliance, first-contact resolution rates, and ticket volume.

• Manage the K-Pro help center by creating, updating, or removing articles as necessary.

• Turn one-off solutions into reusable answers for clients and team members.

• Identify areas where automation and AI can enhance triage, routing, response drafting, and knowledge retrieval.

• Collaborate with R&Tech Operations to develop, test, and refine support workflows.

⛳️ Requirements

• Demonstrated experience in technical support or customer support for B2B software, preferably SaaS, with enterprise clients.

• Proven ability to manage SLA-bound support for demanding customers while maintaining composure under pressure.

• Strong technical curiosity: comfortable working with APIs, logs, data, and configurations; basic SQL or scripting knowledge is an advantage.

• Practical experience with AI tools and developing or enhancing agentic support workflows (AI-assisted triage, automated routing, LLM-powered drafting), along with the discernment to determine when automation is appropriate.

• Exceptional written and verbal communication skills, capable of explaining technical issues to both scientists and engineers.

• Familiarity with support tools such as Zendesk, Linear, and PagerDuty, or similar platforms.

• Ability to follow runbooks and escalation procedures, with the judgement to know when to diverge from them.

• A tendency to document fixes and extract insights from patterns.

• Experience in life sciences, biopharma, or another regulated industry is a significant advantage.

• Must be proficient in spoken and written English on a daily basis and thrive in an international setting.

🏝️ Benefits

• Flexible work organization.

• Friendly and informal working environment.

• Opportunity to collaborate with an international team comprising individuals with high technical and scientific expertise.