NEOBRAIN

Customer Support

• Manage customer inquiries (tickets, emails)
• Diagnose and resolve incidents related to the platform
• Escalate complex issues to internal teams (Product, Tech, CSP)
• Ensure follow-up until complete resolution
• Guide customers in using the platform
• Answer functional questions
• Occasionally participate in support or training sessions
• Contribute to the knowledge base
• Identify product pain points
• Improve support processes and tools
• Monitor your KPIs (response time, CSAT, resolution)
• Act as a liaison between customers and internal teams
• Report weak signals (dissatisfaction, blockers…)

Customer Care Specialist

Product Manager

• Define and own the product vision
• Build and share a clear product vision for your scope
• Understand customer, business, and technical stakes to guide product decisions
• Define, manage and maintain a coherent, prioritized roadmap
• Identify value-creation opportunities, including AI-use cases
• Contribute to differentiating our offering in the market
• Manage the roadmap and delivery
• Prioritize initiatives by business impact, customer value and feasibility
• Translate needs into clear, actionable functional specifications
• Collaborate daily with development and design teams
• Track project progress and ensure successful execution
• Communicate and ensure understanding of trade-offs and decisions made
• Develop customer knowledge
• Collect and analyze user feedback
• Conduct discovery work to identify customers’ real needs
• Challenge feature requests while preserving strong customer relationships
• Present product enhancements and strategic directions to select clients
• Contribute to product performance
• Improve user adoption and engagement
• Strengthen the product’s demonstrated value
• Support acceleration of commercial conversion
• Identify and monitor relevant performance metrics
• Advance the maturity of the assigned module
• Unite teams around the product
• Share vision and priorities with internal teams
• Build buy-in around strategic choices
• Simplify complex topics and facilitate decision-making
• Act as the product lead and main point of contact for your scope

Customer Care Specialist

Senior Product Manager – SaaS