Customer Care & Onboarding Lead

Join our team as a Customer Care & Onboarding Lead. In this role, you will be the first point of contact for customers, handling technical resolutions, flow management, internal collaboration, and platform relations. You will also be responsible for customer onboarding, team support and documentation, performance management, and continuous improvement. The ideal candidate will have at least 3 years of experience in customer support, preferably in a SaaS company, and be fluent in English.

• Assurer la gestion et la résolution des demandes des clients, en prenant en charge les tickets complexes et en collaborant avec les équipes internes.
• Agir en tant que point de référence pour la configuration technique et le support des clients lors de l'intégration, en garantissant le succès de l'intégration.
• Contribuer à l'amélioration continue des processus et des outils de l'équipe, en identifiant et en mettant en œuvre des automatisations.
• At least 3 years of experience in a Customer Support, ideally in a SaaS Company
• Comfortable with local SEO and social media management tools
• **English:** Full fluency in English (written and spoken), enabling fully autonomous handling of 100% of customer interactions, complex tickets, and product-related communications.
• **Onboarding management & follow-up:** Ability to drive the customer activation journey end to end.
• **Analysis & root cause:** Ability to identify the underlying cause of a customer issue rather than only addressing the visible symptom.
• **Cross-functional communication:** Communicate effectively with Sales, CSMs, and Product to streamline workflows and keep teams aligned.
• **Autonomy:** Advanced command of our support stack (Front, HubSpot, Vitally), enabling day-to-day management without supervision.

**Nice to Have:**

• Hands-on experience managing Google Business Profile (GMB) and Meta (Facebook / Instagram).