lemlist

Customer Experience Specialist

lemlist

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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About the role

  • Handle incoming requests from Claap users through our support channels (Intercom, email, etc.)
  • Provide clear, empathetic and efficient support to resolve issues and guide users
  • Investigate problems autonomously and collaborate with Product & Engineering when needed
  • Identify recurring issues, product friction and opportunities for improvement
  • Create, maintain and improve Claap’s Help Center and internal documentation
  • Turn recurring questions into clear, actionable articles and guides
  • Ensure documentation is accurate, easy to understand and aligned with product evolution
  • Work closely with the Knowledge Management team to maintain quality and consistency
  • Help design and formalize Claap’s support workflows (triage, escalations, bug reporting, feedback loops, etc.)
  • Build processes in close collaboration with the VP of Customer Experience
  • Contribute to QA, ticket reviews and continuous improvement routines
  • Actively participate in shaping Claap’s future CX operating model

Requirements

  • You have experience in B2B SaaS customer support (L1/L2 or similar roles)
  • You enjoy writing, structuring information and making things easier for others to understand
  • You’re comfortable working in an evolving environment where things are being built, not just executed
  • You’re organized, autonomous, and proactive
  • You communicate clearly, both in writing and verbally (English required, French is a plus)
  • You’re familiar with tools like Intercom, Zendesk, Notion, Help Centers or similar
Benefits
  • You’ll help build the support function, not just operate it
  • You’ll have a real impact on how customers experience the product
  • You’ll work closely with Product, Engineering and CX leadership
  • You’ll join a fast-growing environment where ownership and initiative are valued
  • You’ll be part of a team that cares deeply about quality, clarity and user experience
Applicant Tracking System Keywords

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

Hard Skills & Tools
B2B SaaS customer supportdocumentation writingproblem investigationprocess designquality assuranceticket reviewscontinuous improvement
Soft Skills
empathetic supportclear communicationorganizational skillsautonomyproactivity