Customer Care Expert (EMEA)

Description de l'offre d'emploi

About Livestorm:

Livestorm, which was founded in 2016, enables powerful, yet pain-free video engagements at scale. Our end-to-end video engagement platform enables organizations to create professional video engagements that can be easily managed in one place.

Livestorm is a browser-based platform that doesn't require a download, or setup. You can use Livestorm for on-demand, live, or pre-recorded meetings or events. Livestorm supports all the workflows around a video engagement; including landing pages, registration, email follow-ups, and sharing video recordings.
We serve companies of all sizes, from startups to Fortune500. Shopify, Honda, Oracle, Spendesk, Front, Sephora or Revolut trust Livestorm to organize their on-demand, live, or pre-recorded meetings or events.

Here are our core values:

  • Stay curious: Be interested in the world around you.
  • Remain humble: Keep learning and keep your ego in check.
  • Be resourceful: Go that extra mile in the most efficient way.
  • Own it: Take pride in what you do, own your wins, and fails.
  • Be transparent: Sharing knowledge, learnings, feedback, and mistakes.


Team description:

As part of the Customer Care Team, you will join a crew of product experts willing to give great service, help customers in their day to day usage of the platform and be the proxy between our customers and the Product Team.


While Livestorm has headquarters in Paris, we are a remote-first company. As a matter of fact, Stormies are located between France, Germany, Greece, Mauritius, Spain, USA,... so we are looking for the best talent, no matter where you live.


Missions:

In this role, you will be responsible for:

  • Helping customers successfully use Livestorm
  • Responding quickly to customer questions and requests through live chat and email
  • Troubleshooting and helping debug product features
  • Improving our documentation (written and videos)
  • Coming up with new content ideas or processes to help customers
  • Providing detailed and accurate product feedback to the team

Prรฉ-requis du poste

For this Customer Care Expert (EMEA) role, we are looking for someone with the following experience:

  • 2+ years of experience in Customer Support or a client-facing role in SaaS / tech industry
  • Fluent, ideally native, in English (both written and spoken)
  • Fluent or native in French
  • Previous experience with Intercom or another live chat / support software
  • Excellent customer service and problem-solving skills
  • Flexible and agile in adapting to quick changes in a startup environment
  • Always a willingness to go the extra mile to please and delight users
  • Positive minded and team player
  • Excellent writer and communicator
  • Internet savvy with a strong interest in startups

Moreover, we are looking for someone who can work in the Paris timezone (we accept a jet-lag of 2 hours maximum).


Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.


What it is like to join Livestorm and the Stormies:

๐Ÿ—บ Work from anywhere you want:

  • ๐Ÿก Home (participation for equipment and costs, according to our expense policy)
  • ๐Ÿข Paris office (snacks, drinks, afterworks...)
  • ๐Ÿ’ผ Coworking space (covered up to โ‚ฌ300 including VAT per month, or local currency equivalent)
  • ๐Ÿš‰ Business trips are covered (according to our internal T&E policies)
  • ๐Ÿšฒ Sustainable mobility package for daily trips to go to work

๐ŸŽ‰ Cheer up your Stormie life:

  • ๐ŸŽฟ Off-sites twice a year
  • ๐Ÿ•น Weekly activities (online board games, riddles...)
  • ๐Ÿ‘ Teambuildings
  • ๐Ÿ—ฃ Monthly Talking times

๐Ÿ’™ Take care of yourself (with Moka.care)
๐Ÿค Participate to our referral program
And also, benefit from:

๐ŸŒ All legal and mandatory benefits from your work country for EOR contracts.
๐Ÿ‡ซ๐Ÿ‡ท All French legal benefits for French contracts: โ‚ฌ9 of lunch vouchers with Swile (covered at 50%), health insurance with Alan (covered at 50%), transport subscription to go to work (covered at 50%), and CSE with cultural & sport activities via Leeto.