Customer Support Specialist

Description

Summary: This role involves ensuring smooth and efficient support operations and building resources for customer and team autonomy through ticket handling, HubSpot administration, knowledge infrastructure, and internal process documentation. Highlights: 1. Owns support operations and customer enablement missions 2. Manages end-to-end escalation and HubSpot administration 3. Builds and maintains help center content and internal playbooks **Role Purpose** As a Customer Support Operations \& Enablement Specialist, you will own two complementary missions: making the support operation run smoothly and efficiently, and building the resources that help customers \- and the team \- become more autonomous over time. On the ops side, you will be responsible for the day\-to\-day quality of the support queue: ticket handling, prioritization, escalation follow\-up, HubSpot administration, and performance reporting. You will ensure the support function is reliable, measurable, and continuously improving. On the enablement side, you will build and maintain the knowledge infrastructure that reduces inbound volume and empowers customers to self\-serve: help center content, onboarding guides, FAQs, and training materials. **Main Responsibilities1\. Support Operations (50%)** * Handle inbound customer tickets across French, Spanish and US markets, resolving Level 1 issues within defined SLA targets. * Qualify, categorize, and prioritize the support queue on a daily basis, ensuring critical issues are addressed first. * Manage escalations end\-to\-end: identify tickets that require Level 2 or product involvement, route them correctly, track resolution, and keep customers informed throughout. * Administrate and continuously improve the HubSpot support setup: pipelines, ticket statuses, routing rules, automations, and canned responses. * Monitor support KPIs (response time, resolution time, CSAT, escalation rate) and produce regular performance reports for internal stakeholders. * Identify recurring patterns in the ticket queue and surface them proactively to Product and Customer Success teams. **2\. Customer Enablement \& Self\-Service (30%)** * Build and maintain Consentio's help center: FAQs, how\-to guides, troubleshooting articles, and feature walkthroughs. Administrate Stonly as our cornerstone tool for enablement. * Produce short video tutorials and step\-by\-step resources to support customer onboarding and product adoption. * Identify self\-service gaps by analyzing ticket topics and creating content that deflects recurring requests. * Keep existing content up to date as the platform evolves, working closely with the Product and Professional Services teams. * Track content performance (article views, search queries, deflection rate) and iterate accordingly. **3\. Internal Enablement \& Process Documentation (20%)** * Document internal support processes, escalation paths, and best practices to ensure consistency across the team. * Build and maintain internal playbooks for the most common support scenarios. * Contribute to the onboarding of new support team members by providing structured training materials and shadowing sessions. * Work cross\-functionally with Product, Professional Services, and Customer Success to ensure support knowledge stays current and aligned. * Participate in improvement projects aimed at automating repetitive tasks or scaling support capacity. Type d'emploi : Temps plein Rémunération : 28 000,00€ à 35 000,00€ par an Langue: * francais (Requis) Lieu du poste : En présentiel