Customer Care Specialist

NEOBRAIN

Customer Care Specialist helping BtoB clients with support queries in a hybrid role. Ensuring a smooth customer experience while resolving operational issues and inquiries.

Posted 6/24/2026full-timeParis • 🇫🇷 FranceJuniorMid-Level💰 €30,000 - €37,000 per yearWebsite

About the role

Key responsibilities & impact

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…)

Requirements

What you’ll need

Minimum 2 years’ experience in customer support / customer care / helpdesk
Ideally in a B2B SaaS environment
Knowledge of HR tools (HRIS, ATS, LMS…) is a plus
Proficient with a ticketing tool (Intercom, Jira, Freshdesk…)
Comfortable with digital tools and technical environments
Ability to understand technical issues without being a developer
Service-oriented with a solutions mindset
Excellent written communication
Organized and detail-oriented
Ability to manage multiple tasks in parallel
Comfortable speaking (occasional client calls)

Benefits

Comp & perks

Hybrid remote work: 2 days onsite per week
Meal vouchers
Health insurance covered 50% and 100% employer-paid life/critical illness coverage
Mac or PC equipment according to your preference
Coffee and snacks available

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportincident resolutionticket managementKPI monitoringHRISATSLMSB2B SaaStechnical issue understandingsupport process improvement

Soft Skills

service-orientedsolutions mindsetexcellent written communicationorganizeddetail-orientedmulti-taskingcustomer guidanceliaison skillsproblem-solvingtraining participation