(Senior) Customer Support Specialist French speaking

Join us at Salonkee, where we’re redefining the beauty and wellness industry with smart digital solutions that make salon life easier and more efficient. As part of our Customer Success team, you’ll play a vital role in empowering salons across Europe, ensuring they get the most out of our tools and thrive with confidence.

We are looking for a Customer Support Specialist who combines exceptional customer service skills with the ability to manage client retention and churns. This role requires a professional with a strong analytical mindset, the ability to turn data into actionable insights, and the skills to propose competitive solutions that drive customer adoption and loyalty. While not actively involved in upselling, the ideal candidate will identify upsell opportunities and collaborate with the Customer Success Management (CSM) team.

We seek someone dynamic, professional, and customer-centric, with a flexible and positive attitude and a strong sense of team spirit.

Key Responsibilities:

• Customer Support: Assist clients via email, phone, and chat; resolve issues, troubleshoot, and educate on platform features to optimize their experience.

• Retention: Engage at-risk clients, address concerns, and offer tailored solutions or competitive retention offers to reduce churn.

• Sales-oriented Retention: Leverage negotiation skills to retain clients and identify upsell opportunities, sharing insights with the Customer Success team.

• Collaboration: Partner with IT, Product, and Customer Success teams to resolve issues and improve outcomes while supporting team goals.

• Data Insights: Analyze client feedback and usage trends, provide actionable insights, and maintain accurate CRM records.

Qualifications:

• Minimum of 2 years of experience in customer support, retention management, or a related field.

• Strong analytical mindset with the ability to interpret data and turn insights into actionable strategies.

• Excellent verbal and written communication skills in French (native level) and English.

• Proven ability to handle objections, negotiate persuasively, and retain clients in competitive markets.

• Customer-centric approach with a can-do attitude and flexible mindset.

• Proficiency in CRM tools and customer support platforms (e.g., Zendesk, Salesforce).

Key Competencies:

• Empathy and Active Listening: Understand and address client concerns with care and professionalism.

• Proactivity and Problem-Solving: Anticipate client needs and address potential issues before they escalate.

• Collaboration: Foster a positive team environment and contribute to shared success.

• Flexibility and Positivity: Approach challenges with a solution-oriented, optimistic mindset.

What We Offer:

• The opportunity to make a meaningful impact on the company’s success.

• A permanent contract, providing stability and long-term growth potential.

• Flat hierarchies that encourage open communication and the sharing of ideas.

• An international team with colleagues from diverse backgrounds and countries, fostering a multicultural work environment.

• Regular company events to promote team bonding and collaboration.

• Enjoy perks such as free coffee and lunch vouchers.

• Be part of an amazing company culture that values teamwork, creativity, and a positive atmosphere.

• Experience plenty of fun and exciting moments as we work together toward our shared goals.

Salonkee is an equal-opportunity employer. We are committed to building a diverse and inclusive team, and we encourage applications from individuals of all backgrounds, perspectives, and abilities. Together, let's create an environment where everyone feels valued, respected, and empowered to bring their authentic selves to work