Customer Support Specialist

Modjo

Customer Support Specialist providing high-quality support for Modjo's AI-driven sales platform. Collaborating with customers and engineering teams to resolve complex technical issues.

Posted 4/24/2026full-timeParis • 🇫🇷 FranceJuniorMid-Level💰 €32,000 - €40,000 per yearWebsite

About the role

Key responsibilities & impact

Own customer support end-to-end
Handle customer requests across chat (Intercom), email, and internal channels with speed, clarity, and precision
Deliver accurate, actionable solutions tailored to each customer’s context
Own the lifecycle of every request: from first response to resolution, keeping stakeholders informed throughout
Lead technical investigation & issue triage
Perform deep first-level investigations on complex topics (APIs, integrations, logs, AI-related behaviors, bugs)
Distinguish between issues that can be solved directly vs. those requiring escalation
Qualify, reproduce, and document technical issues with a high level of detail to enable efficient handoff to engineering
Act as a translator between customers and technical teams
Build strong product expertise & feedback loops
Develop an in-depth understanding of the product, its architecture, and its evolving features
Educate customers clearly on product capabilities, limitations, and best practices
Identify recurring issues and patterns, and collaborate with Product & Engineering to improve the experience
Improve support processes, tools & knowledge base
Contribute to and maintain high-quality documentation (Help Center, FAQs, guides, tutorials)
Propose and implement improvements to streamline workflows and automate repetitive tasks
Take ownership of new ideas: test, iterate, and help shape how support operates at scale
Monitor KPIs and continuously optimize support performance and efficiency
Produce structured reporting on customer requests, trends, and pain points.

Requirements

What you’ll need

You have 2+ years of experience in customer support, ideally in a SaaS or startup environment
Ideally, you have experience with CRM/phone provider integrations or a good understanding of Salesforce/HubSpot architectures.
You have a strong technical mindset: you are comfortable working with APIs, logs, integrations, debugging, and understanding how systems interact (even if you’re not a developer)
You enjoy working in small, fast-moving teams where you’re expected to take initiative and contribute beyond your scope
You don’t just follow processes, you challenge, improve, and build them — with a strong AI-builder mindset, meaning you’re either already comfortable building and automating workflows using AI, or highly motivated to learn and leverage AI to drive efficiency and scale.
You are fluent in French and English, both written and spoken
You have excellent written communication: clear, structured, and adapted to different audiences (customers, product, engineering)
You combine empathy and rigor: you care deeply about helping users, while maintaining high standards in execution
You are curious, methodical, and persistent: you dig deep, ask the right questions, and don’t stop until the issue is solved
You are autonomous, organized, and proactive, with the ability to prioritize and handle multiple topics without compromising quality.

Benefits

Comp & perks

Healthcare: Alan Blue insurance
Perks: Gymlib & Beetogreen (bikes) preferential rates + RTT
Parental Leave Soft Landing: Upon returning from maternity or paternity leave, you take 1 day off per week for the first 4 weeks to ensure a smooth transition (at full salary)

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer supportAPIsintegrationsdebuggingtechnical investigationissue triagedocumentationworkflow automationKPI monitoringSaaS

Soft Skills

communicationempathycuriositymethodicalautonomyorganizationproactivityinitiativeproblem-solvingadaptability