Our Customer Support Specialists (CSSs) play a vital role in training admins on the Alan HR dashboard and processes, providing qualitative support, and ensuring long-term satisfaction
Providing our Large and Very Large customers with the VIP treatment they deserve
Building the CSS team as we're welcoming bigger and bigger customers. We will need to design new guidelines & processes as we move forward, in order to scale this customized approach to onboarding!
Your primary mission will be to handle admin requests in a meaningful, delightful, and timely manner
You will be the main point of contact for operational topics such as affiliation, payroll management, and billing, ensuring our admins receive proactive and clear support and acquiring a strong expertise along the way
All CSSs work on specific projects outside their regular duties, contributing to process improvements, tool optimization, and organizational methods
You will actively collaborate with various teams such as Key Account Managers, Customer Success Managers, Ops, Sales, Pre-Sales, and Engineering to ensure a seamless onboarding process and address any issues proactively
Another responsibility will be to mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing
Requirements:
Have a genuine passion for caring for admin and solving their problems
Can speak and write impeccable French and English
Are comfortable with technology and using various digital tools
Are at ease with answering requests and onboarding admins on specific topics via email, chat, phone, video meetings, onsite meetings, or workshops
Have a very empathetic and serene state of mind
Are motivated and with a “builder” mindset Have an enthusiasm for teamwork and learning
Have interest working closely with product teams to build new features
Want to develop customer-facing skills by creating a strong relationship with our admins
Show owner and growth mindset, challenges positively, communicates effectively
Able to embrace change, demonstrate client-facing posture, empathy, collaborative mindset, adaptability, and pedagogic skills
Excellent French writing skills
Excellent problem-solving skills
Good and structured written & oral communication skills in English
Great organization skills / Time management skills
Ability to simplify complex topics
Previous experience in customer-facing roles such as Customer Success
Autonomous, driven, and comfortable in a fast-paced environment
At ease navigating complex and new topics
Benefits:
Fair rewards: Generous equity packages complement your base salary, for permanent contracts only
Flexible Office: Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest
All the tools you need: Top-of-the-range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-cancelling headphones
Flexible vacation policy and flexible working hours: Organise your time as you wish
Delightful healthcare insurance: Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family, for permanent contracts only
Transport: Country-specific commuter benefits
Learning & Training opportunities: A highly flexible Training policy free books and a budget to attend and speak at conferences if the opportunity arises
Parental leave: Extended parental leave for all new parents, for permanent contracts only
