Doctrine

Customer Support Specialist

Doctrine

full-time

Posted on:

Location Type: Hybrid

Location: Paris • 🇫🇷 France

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Job Level

Junior

About the role

  • Client support and issue resolution: respond to customer inquiries across channels (tickets, chat, phone, email); diagnose and resolve technical or functional issues related to our platform; work closely with CSMs/Account Managers to ensure optimal user support.
  • Account management and follow-up: activate new users and update contacts in our customer tools; collaborate with Account Managers and Sales Administration (ADV) for recovery of unpaid invoices.
  • Customer onboarding and training: help users get started with the product by providing tailored guidance and resources; write articles and guides for our knowledge base to address recurring questions.
  • Continuous improvement and feedback escalation: identify and report bugs, suggestions, and improvement opportunities to the Product and Tech teams; contribute to optimizing support processes to improve efficiency and customer satisfaction; participate in service automation (FAQs, chatbots, canned responses/macros, etc.).

Requirements

  • Experience & Skills
  • 1–3 years of experience in customer support, customer success, or client relations, ideally in a SaaS or tech environment
  • Excellent written and verbal communication skills in French (English is a plus)
  • Appetite for digital tools and a solid understanding of tech/SaaS environments
  • Ability to simplify technical concepts and adapt to a variety of stakeholders (lawyers, legal professionals, CFOs, etc.)
  • Strong customer orientation and problem-solving mindset
  • Soft Skills
  • Active listening, empathy, and a pedagogical approach
  • Rigor, organization, and ability to manage priorities
  • Team spirit and cross-functional collaboration
  • Proactivity and ability to work in a dynamic environment
Benefits
  • 🏡 Flexible remote work policy, with 2 in-office days per week (Tuesday and Thursday)
  • 🌱 Numerous career paths and internal mobility opportunities available to everyone at Doctrine
  • 🌴 Flexible and unlimited vacation
  • 📚 A strong focus on individual and collective training, with an annual €750 personal learning budget and regular team/company training sessions
  • 🏄‍♂️ Regular company events
  • 👩‍⚕️ Comprehensive health insurance with Alan
  • 🚲 A sustainable mobility allowance of €66 per month
  • 🏋️‍♀️ Gymlib membership for sports and wellness
  • 🍱 A Swile card for meal vouchers
  • 🧘 Free access to the Moka.care mental health support platform
  • 💡 Hundreds of discounts and benefits negotiated through our Works Council (CSE)
  • 🍏 New Apple work equipment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportcustomer successclient relationsSaaStechnical issue resolutionaccount managementuser onboardingknowledge base creationservice automationproblem-solving
Soft skills
written communicationverbal communicationactive listeningempathypedagogical approachorganizationpriority managementteam spiritcross-functional collaborationproactivity