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About the role
Key responsibilities & impact- Respond to and manage inbound support requests across channels, addressing queries from individual, corporate, and institutional investors across several European markets.
- Resolve client issues efficiently while maintaining timely follow-up to build trust and long-term satisfaction.
- Design, train, and continuously improve AI-powered support workflows to handle high-volume, low-complexity requests.
- Triage and prioritize requests, ensuring critical issues are escalated and resolved promptly.
- Collaborate on the creation and maintenance of support documentation (FAQ, help center articles, response templates).
- Rely on automated health scores and triggers to flag at-risk or growth accounts at scale, minimizing manual review.
- Gather and synthesize client feedback from both segments to inform product roadmap decisions and service improvements.
- Design and execute scalable engagement strategies to drive adoption and satisfaction across our growing portfolio of 5,000+ clients.
- Identify recurring pain points in the client experience and translate them into concrete improvement proposals.
- Work closely with Product, Engineering, and Ops to prioritize and implement changes that reduce ticket volume and increase client autonomy.
- Build and refine internal playbooks and escalation procedures so the support function scales smoothly as the client base grows.
- Leverage AI tools to automate first-line support, analyze ticket trends, and proactively surface answers to clients.
Requirements
What you’ll need- 1 - 2 years in a support, or customer care role, ideally in a startup, fintech, or SaaS environment.
- Experience with support tools (Intercom, Zendesk, or similar) is a must.
- Excellent written and verbal communicator, comfortable handling multiple conversations simultaneously and able to explain complex topics simply and clearly.
- Comfortable supporting clients across multiple European jurisdictions.
- Highly empathetic and service-oriented.
- Proactive, reliable, and able to take ownership of the client experience while seeking feedback to improve quickly.
- Excited about using AI to automate and scale support.
- Fluent in French (native level) with excellent written skills, and professionally proficient in English.
- Any additional European language is a strong plus. AI-powered support automation is a strong plus.
Benefits
Comp & perks- Competitive package: Competitve salary + competitive stock options
- Hybrid work - Remote friendly (2 days per week & 1 full week per month)
- Health insurance (Sidecare) - 100% covered by Spiko
- The best tech for your job: latest-generation laptops and industry-leading software
- Office: in central Paris
- Transport: 50% of public transport pass covered or the Forfait Mobilités Durables (FMD)
- Referral Bonus
- Social life: regular afterworks and biannual offsites
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Client SupportAI ToolsSupport AutomationTicket AnalysisWorkflow DesignFeedback SynthesisEngagement StrategyDocumentation CreationIssue ResolutionTriage and Prioritization
Soft Skills
Excellent CommunicationEmpathyReliabilityOwnershipProactivity