Customer Support Hero - APAC remote position

Managing your social networks has never been so simple !

Who are we

European leader in social media management Agorapulse is deployed in 18 countries and supports 31000 users worldwide. We are the highest rated social media management software in Europe based on thousands of real users reviews on G2. You can start a free trial to see for yourself!

So what are we doing exactly We allow agencies social media managers and marketers to manage their social networks simply.

We help scheduling their content editing statistical reports calculating the ROI of their social media strategy and interacting with their audience from a single platform for all social networks: Facebook Twitter Instagram LinkedIn YouTube Google My Business TikTok and more! Isnt it beautiful

Some numbers

We are now 150 enthusiasts employees divided between Paris and international. Our semiremote organization allows us to have employees all around the world.

• 60 recruitments in 2023
• 30 different nationalities

About the position

The Support Hero provides istance and technical support to Agorapulse clients based on the APAC time zone. Support is provided by email or chat and occasionally by video.

They report to the Customer Support Manager and work in coordination with many support agents located in Europe Asia and the Americas.

The working hours are 10:00 am 7:00 pm.

The missions

• Support prospects and customers in their understanding of how the product works.
• Listen to the customer and be responsive and in the event of a problem or bug you will be in charge of precisely identifying the problem and reporting it to the technical team.
• Maintain deep expert product knowledge.
• Participate in support team meetings and help manage priorities for future technical and UX developments and improvements based on user feedback.
• Participate in the beta tests of the new functionalities of the platform.
• Participate in the improvement of the Help Centre Articles and internal help material.

About you

You are the ideal candidate if :

• You can work from the Philippines.

• Customer satisfaction and service are your pions.

• You have at least 2 years of experience in customerfacing roles especially in remote online settings.
  
• You understand social media and are familiar with tools like Intercom Zendesk and other SAAS platforms.
  
• You are organized goaldriven and comfortable working independently or as part of a team.
  
• You thrive in dynamic fastpaced startup environments and are eager to learn and adapt.
  
• You communicate clearly work well remotely and use tools like Slack effectively

Agorapulse is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to ethnicity color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status. If you require accommodation during the application or interview process please let us know.

Why Join Us

• Enjoy a scaleup environment with a great worklife balance
• Grow your ss with our Guilds and workshops
• Work in a SaaS B2B and international context
• Experience an exceptional work atmosphere (just check out our page )
• Collaborate with amazing colleagues and be part of an enthusiastic team
• Benefit from a fully remote position
• Take advantage of our generous policies and vacation days

Our interview process

The goal is to give you the opportunity to get to know as much as possible the future key members of your team. Between each step you will always be accompanied by our Talent Acquisition team.

1. An essment to do at home
2. A meeting with Aaron the Hiring Manager (30 minutes)
3. A WHO interview with Aaron and 2 or 3 peers (1 hour)
4. A culture fit Interview with Morgane our Talent Acquisition Manager(30 minutes)