We are seeking a Customer Support Specialist to support our new clients in adopting and mastering the [Platform Name] solution. As the Client Onboarding Expert, you will play a key role in customer satisfaction and retention by facilitating a seamless onboarding experience that ensures clients maximize the value of our platform from day one. A strong background in tech, advertising, or agency environments will be highly valuable for this role.

Key Responsibilities:

Client Onboarding (30%)

• Onboard approximately 100 clients per year onto our platform, ensuring they become autonomous and gain a thorough understanding of its features.

• Host regular webinars to showcase new features and optimize platform usage.

Client Support (60%)

• Manage client inquiries via tickets and emails, providing accurate and timely responses.

• Act as the main point of contact for clients, ensuring their satisfaction.

• Contribute to process improvement by enriching support content and promoting automation to reduce ticket volume (product-centric approach).

Client Feedback Sharing (10%)

Share client feedback with relevant teams:

• Account Managers: flag potential churn risks or identify business opportunities.

• Product Team: suggest updates or improvements based on field insights.

• Experience: 2-5 years in onboarding, customer success, client support, or a related role, ideally within a SaaS company, tech environment, advertising, or agency sector.

• Communication Skills: Excellent written and verbal communication skills; ability to convey complex information in a clear and engaging manner.

• Customer-Focused Approach: Strong customer service orientation with the ability to understand client-specific needs and provide personalized solutions.

• Organizational Skills: Strong project management capabilities, able to coordinate and prioritize multiple client accounts at different onboarding stages.

• Technical Proficiency: Comfort with digital tools and SaaS platforms; experience with CRM systems and project management software is a plus.

• Industry Knowledge: Familiarity with the tech, advertising, or agency sectors is highly beneficial for understanding and anticipating client needs.

• Analytical Mindset: Ability to analyze client data to identify trends and opportunities for improving the onboarding experience.

• Fluent in english

1. Video call with Audrey (HR Manager).

2. Interview with the Head of Customer Success

3. Meeting with the Founders