Technical Customer Support - French speaking

About the role

Do you speak French fluently and are you passionate about solving complex problems for a diverse range of customers? Do you want to help eCommerce businesses grow by delivering high-quality technical support? Then this role might be for you! You'll be joining our international Support department, which consists of 5 teams supporting 9+ markets worldwide. Within this global setup, you'll work in our Southern Europe & International inbox, supporting customers across multiple markets including France, Iberia, Italy, the UK, and beyond. Your French language skills are essential to ensure strong support coverage for our French-speaking customers, while your role will extend across the broader international scope. We're an open-minded and collaborative team of Support professionals. We believe Support isn't just about fixing problems, it's about setting our customers up for success, and we do this together. We learn from each other, keep things honest and direct, and enjoy the occasional fun moment along the way. Expect flat hierarchies, room for your ideas, and a team that's got your back! Your job Channable helps online retailers and agencies automate and optimise their product listings across channels like Amazon, Google, Meta, Cdiscount, and more. As a Technical Support Agent, you'll be the first point of contact for customers with questions or issues related to our tool. We currently support over 2,500 marketing channels, including price comparison sites, affiliate networks, and marketplaces. Our customer base ranges from independent webshop owners to international brands and agencies, each with unique needs. No prior experience with ecommerce tools like product feeds or APIs? No problem! We'll provide extensive onboarding and training to get you fully up to speed. Once onboarded, you'll start on our first-line support, handling incoming tickets, diagnosing issues, resolving them when possible, or escalating to second-line support if needed. Over time, you'll contribute by translating customer-facing materials and sharing customer and commercial insights to improve our product, workflows, and overall customer experience. Your main responsibilities Handle customer tickets (1st line) via email and phone, primarily in French and English. Troubleshoot issues related to product feeds, APIs, and marketplace integrations. Take ownership of customer cases end-to-end, ensuring clear communication and thorough documentation. Collaborate with second-line support and other teams to resolve complex cases. Contribute to in-tool translations and occasionally support localisation of customer-facing materials. Identify patterns and share customer and commercial insights to improve our product and ways of working. Work closely with commercial teams to ensure relevant signals are shared and followed up on. Actively participate in team rituals and contribute to team and department improvements. Continuously develop your product knowledge and professional skills, with opportunities to grow into more advanced support responsibilities over time. Your challenges Channable is a powerful, flexible tool with a wide range of features. Mastering the tool and understanding how our customers use it is key to delivering high-quality support. You'll be communicating with both technical and non-technical users, so your ability to adapt your communication style is essential. You'll also need to balance speed, clarity, and customer satisfaction while maintaining ownership from start to finish. This role offers room to grow. You can take on additional responsibilities, like onboarding new team members, becoming a product area specialist, or supporting global support initiatives beyond the French market. What success looks like You respond quickly, clearly, and empathetically, consistently meeting KPIs focused on quality, efficiency, and team goals. You confidently handle incoming issues and escalate only when necessary. You develop a deep understanding of both the tool and our customers' use cases. You proactively share insights, help teammates, and contribute to team learning. You are reliable, consistent, and take full ownership of your work. Who are you? You're curious, analytical, and great at connecting the dots. You enjoy problem solving and have strong communication skills. You're a team player who thrives in a collaborative environment, while also being self-motivated and capable of working independently. You take pride in helping both customers and colleagues succeed. You thrive in a flexible, fast-moving environment where you're encouraged to bring ideas to the table and take initiative. Some practical things we expect from you: Your language skills include excellent written and spoken English and French at a C2 level. You're available for at least 4 days/week (32 hours) and can join us in our Utrecht office at least 2 days/week. Any earlier experience with technical support, preferably in IT or eCommerce, is nice to have. You are liv

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