Customer Care Specialist (French speaking) - Remote possible

Canada /
Customer Operations – Customer Operations North America /
Full-time
Help us bring people and businesses together
Our SaaS platform enables multi-location brands and businesses to boost their online presence. From big to small, from Adidas to ZenPark, our client base contains some of your favourite brands as well, we bet.  

The Past, Present & Future
In 2013, Uberall was born out of the vision by longtime friends and business partners David Federhen and Florian Hübner. They wanted to bridge the online and offline world more effectively, so companies could generate new customers, build customer relationships and increase their sales. They created a platform that would connect companies with local customers through search and discovery, engagement and conversion.

In July 2021 we acquired one of the most successful location marketing platforms in the US, MomentFeed, and raised a series C funding round of $115m. We plan to seize on this momentum to rapidly expand in North America and become the undisputed global leader in this space. This role is pivotal to us executing on this journey!!

You and us
Around 400 Uberallers, with 50+ different nationalities, live and breathe our three core values: 
🌵 GROW TOGETHER  
⛰ DEMONSTRATE PASSION & PERFORMANCE  
✊ BE BOLD & DRIVE CHANGE 

If you are thinking about becoming our newest addition, apply here.

As a Customer Support Manager, you are in direct contact with our international customers and resellers. You provide our partners with important product information on our Location Marketing Cloud (SaaS) and provide support with technical or other questions concerning our solution. You are responsible for the technical implementation of our customers and accompany them at the highest level through the first application steps with our product. Not only the customer contact will be important in this position, but also the coordination, especially with our revenue as well as product teams.

Your Responsibilities

    • You take care of our partners and ensure that the full potential of our products can be utilized
    • You will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira)
    • You handle complex implementation processes with the utmost of care, keeping a close eye on our KPIs
    • You collaborate with your colleagues in the Customer Operations team, as well as the Success teams, to accompany our customers through the different stages of escalation management
    • You work out "best practice solutions" and create guides for internal and external use
    • You are very familiar with our customer service processes and you also support the rest of the Customer Operations team in their efforts to constantly develop and improve these internally and externally

Your Profile

    • BA/BS degree 
    • Relevant professional experience at a B2B software company in relation to a product requiring explanation, preferably in the areas digital marketing, e-commerce or IT
    • Experience liasing with customers on a regular basis, collaborating on technical implementations, projects and troubleshooting without following a script 
    • You are motivated by finding great solutions for your customers and you will be able to offer a truly service-oriented approach
    • You can quickly familiarize yourself with new and technically complex issues, prioritize them and organize yourself
    • Ideally, you already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)
    • You find your way around Excel, especially when it comes to large data sets
    • You have experience working in an international team
    • You speak English and French fluently, additional languages a plus
    • You are open to new ideas and approaches, you have excellent oral and written communication skills
    • You can work independently and are comfortable working remotely
 What we offer:
🌎 Market-leading and cutting-edge location marketing software (SaaS) scale up with an exciting & international customer base - (our customers our some of the most recognizable brands in the world) and the opportunity to work with a world-class international team
🤩 Lively and open company culture with flat hierarchies and short chains of command
🗺 Remote and flex work hours...yes, d'uh! It's not 1992 anymore. Check our social media content for some remote working stories. Who needs a cubicle, when you can have your cat walking through the video-call?
🥳 Waffle days, bad jokes, a HUGE Project A corp benefit program, a CEO with a pizza oven, global meditation sessions, German language class, LGBTQIA+ community and support, book club, culture committee, individual L&D paths and -budget…
💃 Hoodie and merch - we got you covered. With your onboarding package comes your new stylish look.
🥳 Events and off-sites - YES and YES. Plan something with your team, if you feel like it. The whole company meets 2-3 times a year (Winter/Summer Party, Just-Because Parties).
🖥 Proper tech, check. Macbook pro, Apple mouse, -stand and Apple keyboard. Need anything else? Let the P&P team know.

Remember our "Grow Together" value from the beginning of the ad? 

We mean it. 

🌵🏔✊

Everything starts with getting in touch. The best way to express your interest is by applying online. We will be carefully reading your profile and can't wait to hear from you.

In the meantime, let our "life@uberall" social accounts give you some real life impressions.