📍 Job Overview

Job Title: Customer Support Specialist bilingue
Company: Sociabble
Location: Lyon, Auvergne-Rhône-Alpes, France
Job Type: Temps complet (Hybrid)
Category: Customer Support
Date Posted: 2025-08-12
Experience Level: 0-2 ans (Entry-level to Junior)
Remote Status: Hybrid (2 days per week remote)

🚀 Role Summary

Key Responsibilities: Maximize customer satisfaction by addressing technical questions, resolving issues, and contributing to anomaly resolution. Collaborate with cross-functional teams to identify training needs and orient the technical roadmap.
Key Skills: Bilingual (French & English), strong communication skills, technical problem-solving, documentation, empathy, teamwork, proactivity, digital tools, ticketing systems, UX/UI knowledge, HTML knowledge.

📝 Enhancement Note: This role requires a strong customer focus and excellent communication skills to provide effective support to clients. The bilingual requirement is crucial for handling international clients and collaborating with global teams.

💻 Primary Responsibilities

Customer Support: Act as the primary point of contact for clients, addressing their technical questions and resolving issues promptly and efficiently.
Anomaly Resolution: Collaborate with the Product team to test, reproduce, and document anomalies. Test published fixes and ensure they meet quality standards.
Technical Roadmap Orientation: Identify recurring issues and collaborate with the Product team to orient the technical roadmap, ensuring it aligns with client needs.
Training Needs Identification: Work with the Customer Success team to identify training needs and opportunities for upselling or cross-selling.
Documentation: Produce and maintain internal documentation to ensure knowledge sharing and efficient onboarding of new team members.

📝 Enhancement Note: This role requires strong organizational skills to manage multiple tasks and prioritize workloads effectively. Attention to detail is crucial for accurate issue reporting and documentation.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology, or a related discipline) or equivalent experience.

Experience: Proven experience in a customer support role, ideally within a SaaS environment. Familiarity with ticketing systems and digital tools is a plus.

Required Skills:

Bilingual: French & English (C1 minimum)
Excellent communication skills (written & verbal)
Strong problem-solving skills
Empathy and active listening
Teamwork and collaboration
Proactivity and initiative
Knowledge of HTML (a plus)

Preferred Skills:

Familiarity with Zoho Desk or similar ticketing systems
Knowledge of Azure Boards, Trello, or similar project management tools
Experience with SaaS products
Familiarity with UX/UI principles

📝 Enhancement Note: While not explicitly mentioned, a basic understanding of web technologies and development processes would be beneficial for this role, as the candidate will be supporting clients using a web-based platform.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through well-structured, clear, and concise customer support examples.
Showcase problem-solving skills by presenting case studies that highlight successful issue resolution and client satisfaction.
Highlight any relevant experience with ticketing systems, digital tools, or web technologies.

Technical Documentation:

Provide examples of well-documented processes, workflows, or standard operating procedures (SOPs) related to customer support or web technologies.
Include any relevant training materials or guides created to improve client understanding or onboarding.

📝 Enhancement Note: As this role does not require a traditional web portfolio, candidates should focus on showcasing their customer support skills, problem-solving abilities, and any relevant experience with web technologies or digital tools.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Lyon, France, is approximately €25,000 - €30,000 per year, based on regional market standards and experience level.

Benefits:

Health Insurance
Transportation Coverage
Meal Vouchers
Vacation Bonus
RTT (Réduction du Temps de Travail)
Flexible Work (Hybrid)
Team Events
Environmental Initiatives

Working Hours: 40 hours per week, with a hybrid work arrangement (2 days per week remote).

📝 Enhancement Note: The salary range provided is an estimate based on regional market standards and experience level. Actual compensation may vary depending on the candidate's qualifications and the company's internal policies.

🎯 Team & Company Context

Company Culture:

Industry: Software as a Service (SaaS) - Employee Communication, Engagement, and Employee Advocacy
Company Size: Medium (100-249 employees)
Founded: 2014
Team Structure: Collaborative, cross-functional teams with a focus on customer success and product innovation.
Development Methodology: Agile/Scrum methodologies, code reviews, testing, and quality assurance practices, deployment strategies, and CI/CD pipelines.

Company Website: Sociabble

📝 Enhancement Note: Sociabble is recognized as a Great Place to Work and Best Workplaces in 2023, indicating a strong focus on employee satisfaction and engagement.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level to Junior Customer Support Specialist, with opportunities for growth into more senior roles within the customer success or product teams.

Reporting Structure: Reports directly to the Support Team Manager, with close collaboration with the Customer Success and Product teams.

Technical Impact: Contributes to the improvement of the Sociabble platform by identifying and communicating user pain points, contributing to anomaly resolution, and providing insights for product development.

Growth Opportunities:

Career Progression: Develop expertise in customer support and move into senior roles within the customer success or product teams.
Technical Skill Development: Enhance knowledge of web technologies, digital tools, and customer support best practices through on-the-job training, workshops, and industry events.
Leadership Potential: Demonstrate strong leadership skills and take on mentoring responsibilities within the team, contributing to the growth and development of junior team members.

📝 Enhancement Note: Sociabble's focus on employee growth and development, along with its collaborative team structure, provides ample opportunities for career progression and skill development within the customer success and product teams.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and comfort.

Office Location(s): Lyon, France - Confluence neighborhood, with nearby public transportation options.

Workspace Context:

Collaboration: Encourages cross-functional collaboration and knowledge sharing between teams.
Tools & Equipment: Provides access to relevant digital tools, ticketing systems, and project management software.
Flexibility: Offers a hybrid work arrangement, allowing employees to balance remote work and in-office collaboration.

Work Schedule: Standard full-time workweek (40 hours per week) with a hybrid work arrangement (2 days per week remote).

📝 Enhancement Note: Sociabble's focus on employee well-being, collaboration, and flexibility creates an engaging and productive work environment that supports the growth and development of its team members.

📄 Application & Technical Interview Process

Interview Process:

Call RH (45 minutes): Initial screening with the HR team to assess cultural fit and basic qualifications.
Technical Test (1 hour): A written test to evaluate problem-solving skills, attention to detail, and understanding of customer support best practices.
Evaluate with Manager & Team Lead (1 hour): A technical interview with the Support Team Manager and Team Lead to assess communication skills, problem-solving abilities, and cultural fit.
Reference Check: A final reference check to ensure the candidate's qualifications and work history align with the role's requirements.

Portfolio Review Tips:

Highlight strong communication skills through well-structured, clear, and concise customer support examples.
Showcase problem-solving skills by presenting case studies that highlight successful issue resolution and client satisfaction.
Demonstrate familiarity with ticketing systems, digital tools, and web technologies through relevant examples and anecdotes.

Technical Challenge Preparation:

Brush up on customer support best practices, web technologies, and digital tools relevant to the role.
Practice problem-solving exercises and case studies to hone your analytical and communication skills.
Familiarize yourself with Sociabble's platform and understand its key features and functionalities.

ATS Keywords: Customer Support, Bilingual, Technical Problem Solving, Documentation, Empathy, Communication, Teamwork, Proactivity, Digital Tools, Ticketing Systems, UX/UI Knowledge, HTML Knowledge, SaaS, Agile, CI/CD, Quality Assurance, Customer Success, Product Development.

📝 Enhancement Note: Sociabble's focus on customer success, collaboration, and continuous improvement requires strong communication skills, problem-solving abilities, and a customer-centric mindset. Candidates should emphasize these qualities throughout the application and interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable, as this role does not involve web development or design.

Backend & Server Technologies: Not applicable, as this role focuses on customer support and does not involve server administration or backend development.

Development & DevOps Tools:

Ticketing Systems: Zoho Desk (preferred) or similar tools
Project Management: Azure Boards, Trello, or similar tools
Communication: Microsoft Teams or similar tools
Documentation: Confluence or similar tools

📝 Enhancement Note: While this role does not require proficiency in specific web technologies or development tools, candidates should be familiar with digital tools, ticketing systems, and project management software to effectively collaborate with cross-functional teams and manage customer support tasks.

👥 Team Culture & Values

Web Development Values:

Simplicity: Focus on user-centric design and intuitive user experiences.
Well-being: Prioritize employee well-being, work-life balance, and a positive work environment.
Respect: Foster a culture of mutual respect, open communication, and active listening.
Excellence: Strive for continuous improvement, innovation, and high-quality standards.
Equity & Trust: Promote fairness, transparency, and a culture of trust within the team and organization.

Collaboration Style:

Cross-functional Integration: Encourage collaboration between developers, designers, marketers, and other stakeholders to ensure alignment with business objectives and user needs.
Code Review Culture: Foster a culture of peer review and knowledge sharing to maintain high-quality standards and promote continuous learning.
Knowledge Sharing: Encourage team members to share their expertise and insights to drive collective growth and success.

📝 Enhancement Note: Sociabble's focus on user-centric design, employee well-being, and continuous improvement creates a collaborative and innovative work environment that supports the growth and development of its team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Volume: Manage a high volume of customer inquiries and support tickets efficiently and effectively.
Issue Complexity: Address complex technical issues and collaborate with cross-functional teams to resolve them promptly and accurately.
Language Barriers: Communicate effectively with clients from diverse linguistic and cultural backgrounds, ensuring clear and concise communication.

Learning & Development Opportunities:

Customer Support Best Practices: Develop expertise in customer support best practices, web technologies, and digital tools through on-the-job training, workshops, and industry events.
Leadership Development: Demonstrate strong leadership skills and take on mentoring responsibilities within the team, contributing to the growth and development of junior team members.
Product Knowledge: Gain a deep understanding of the Sociabble platform, its features, and functionalities, and contribute to its continuous improvement and evolution.

📝 Enhancement Note: Sociabble's focus on customer success, collaboration, and continuous improvement provides ample opportunities for professional growth and development within the customer support and product teams.

💡 Interview Preparation

Technical Questions:

Customer Support Fundamentals: Demonstrate a strong understanding of customer support best practices, communication skills, and problem-solving abilities through practical examples and case studies.
Web Technologies & Digital Tools: Show familiarity with web technologies, digital tools, and ticketing systems relevant to the role, and explain how you would apply this knowledge to resolve customer issues and improve support processes.
Customer Success & Product Development: Explain how you would collaborate with cross-functional teams to identify user pain points, contribute to anomaly resolution, and provide insights for product development.

Company & Culture Questions:

Company Values: Demonstrate a strong understanding of Sociabble's core values, such as simplicity, well-being, respect, excellence, and equity & trust, and explain how you would embody these values in your daily work.
Team Dynamics: Describe your experience working in a collaborative, cross-functional team environment and explain how you would contribute to Sociabble's team culture and dynamics.
Adaptability & Flexibility: Explain how you would adapt to the hybrid work arrangement and balance remote work with in-office collaboration to ensure productivity and team cohesion.

Portfolio Presentation Strategy:

Customer Support Examples: Highlight strong communication skills, problem-solving abilities, and customer-centric mindset through well-structured, clear, and concise customer support examples.
Case Studies: Present case studies that demonstrate successful issue resolution, client satisfaction, and the positive impact of your customer support efforts on the business.
Web Technologies & Digital Tools: Showcase familiarity with web technologies, digital tools, and ticketing systems through relevant examples and anecdotes, emphasizing how you would apply this knowledge to resolve customer issues and improve support processes.

📝 Enhancement Note: Sociabble's focus on customer success, collaboration, and continuous improvement requires strong communication skills, problem-solving abilities, and a customer-centric mindset. Candidates should emphasize these qualities throughout the interview process and provide concrete examples of their customer support experience and expertise.

📌 Application Steps

To apply for this Customer Support Specialist (bilingue) position at Sociabble:

Tailor Your Application: Customize your resume and cover letter to highlight your customer support experience, problem-solving skills, and communication abilities, emphasizing your fit for the role and Sociabble's company culture.
Prepare for the Technical Test: Brush up on customer support best practices, web technologies, and digital tools relevant to the role. Practice problem-solving exercises and case studies to hone your analytical and communication skills.
Research Sociabble: Familiarize yourself with Sociabble's platform, its features, and functionalities. Understand the company's mission, values, and culture, and prepare thoughtful questions to ask during the interview process.
Prepare for the Interview: Rehearse common customer support scenarios and practice your problem-solving and communication skills. Prepare questions to ask the interviewer about the team, the role, and the company's growth prospects.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist bilingue