Customer Support Manager - Bilingual English/French

Job description

There’s a revolution currently taking place in the education and training field and you want to be a part of it. You feel strongly about access to education and you may have even taken a few MOOCs or online classes yourself. Come help us make education accessible to all. OpenClassrooms is a startup founded by Mathieu Nebra and Pierre Dubuc. We’ve been going through a hyper-growth phase since our last round of series B funding in the amount of $60M during the first half of 2018. Over 3M people per month train themselves on our platform. By 2025, we aim to place 1M students per year in the workforce.

At OpenClassrooms, the Student & Employer Success (SES) Team is here to guarantee ROI for our customers: students and employers alike. The SES Team ensures our students and employers get the best possible experience with us. The Student Success side of the team handles both inbound reactive customer support and outbound proactive student success. From choosing their course, to completing their projects, graduating and finding professional success, we’re there every step of the way to offer a helping hand.

As we’re growing, we’re expanding our Global Customer Support Team to help us address all inbound student requests. We take support seriously at OpenClassrooms. Our support team is dedicated to going above and beyond for our students day in and day out. We are looking an individual with exceptional customer service skills to deliver world class support to all of our students. You are a customer support guru, you love interacting with people and solving tricky problems. You’re extremely independent and autonomous: you can make things happen without someone saying so, with minimal management. “Continuous improvement” is second nature to you as you obsess over details and persist to make things just “perfect” for our customers. If that’s you, then you might just be ready to join an agile and fast-moving structure, with the goal to make education accessible to all.

 

REPORTING LINE

Reports to the Global Director, Customer Support.

 

 

RESPONSIBILITIES

 

By 2025, we expect to place 1M students per year into the workforce. Customer Support is essential to our success and growth, it’s who we are. OpenClassrooms is a small, fast-growing, and globally distributed company, so you’ll likely get to work on many projects across the organization. That said, here are some things you’ll probably do:

  • Help hundreds of students per week via email, phone, chat (we’re constantly opening new channels of communication), troubleshooting their issues and answering their questions

    • We use Zendesk as a ticketing system. Our Student Support Managers handle 50 to 100 tickets and about 20 calls per day

    • You’ll work on technical and non-technical problems alike, pertaining to educational content and programs, platform usage, financial aid, and many other topics

  • Deliver top notch self-service:

    • Write documentation and create state-of-the-art content (demos, videos, how to’s, etc.) to help students help themselves on our Help Center

  • Route specific queries to other departments when appropriate

  • Assess, launch, and measure the effectiveness of new communication channels

  • Organize, analyze, and escalate student feedback to help our Product Team improve our educational platform

    • You’ll also work with the Product Team to build tools that will speed up and increase the quality of support

  • Experiment through iterations with a continuous improvement mindset in order to improve our internal processes and create efficiencies

    • When it comes to process creation, we go by what we call “the golden cycle”: Discover (do it yourself manually), standardize (make sure the process is manually replicable), actually processize (document in writing on our internal Wiki, Notion. so), and automate (with SaaS tools and technical developments)

  • Contribute to creating a unique, modern, and relevant tone of voice to interact with OpenClassrooms’ customers

  • Work on projects related to improve our best practices, self-service, documentation, and tech tools

  • Turn existing time-consuming processes into sustainable and scalable automated tasks when possible

  • Extract, analyze, organize, and present customer support related data to:

    • Measure the impact of our support efforts on our student community and continue iterating towards excellence with a data-driven approach

    • Ensure we hit our targets. Here are some of our KPIs: CSAT, NPS, first reply time, full resolution time, inbound calls completion rate, self-service score, and more

  • Generate the WOW factor our students and users don’t expect! Our vision is our ambition to have others write about the quality of our customer service as we become a reference of success in the field

  • Live by and exemplify our core values in everything you do. At OpenClassrooms, we CARE, DARE, PERSIST, and TELL IT AS IT IS

  • Most importantly, you’ll contribute to the creation and implementation of all this!  A lot of the above is not done yet and we need your creativity and skills to get it off the ground

Requirements

SKILLS REQUIRED

  • You’ll provide support to students in writing and on the phone in French & English. We require excellent communication skills in both French & English (native level)

  • A love and natural affinity for service and customer satisfaction. You’re naturally empathetic and able to communicate in ways that empower, not belittle

  • Creative problem solving skills

  • Ability to work autonomously: you can work several hours with minimal supervision

  • Comfortable taking initiatives and making decisions on your own

  • Flexible and adaptable to work in an extremely fast-changing environment. Your job duties will change and evolve constantly

  • Strong time management and prioritization skills. You can multitask like no one else

  • Desire to work in a performance focused, KPI-oriented team and in a transparent environment

  • Strong wish to give and receive feedback frequently in a nonaggressive fashion and regardless of seniority or rank

  • Advanced MS Excel skills (you OWN Pivot Tables, maybe even Excel Macros)

  • Data analysis skills to review, understand, and act on internal reports

  • High level of comfort with SaaS tools and platforms. You can ease your way through virtually any online tool within minutes

  • A true passion for education

  • Common sense!

  • We work when our customers need us so you need to be able to work on a set schedule

  • Bonus Points if you geek out on:

  • Automation (Python programming, Excel, Zapier, etc.)

  • CRM

  • SQL query writing

  • API integrations

 

DESIRED EDUCATION & EXPERIENCE

  • Bachelor’s or Master’s level education

  • 4+ years overall professional experience

  • 3+ years of experience in a data-driven customer support role with KPI’s

  • 2+ years’ experience working at a SaaS Startup

  • Experience with ticketing tools such as Zendesk, Freshdesk, HelpScout, or Salesforce Service Cloud

  • Experience with our tech stack preferred: Slack, Zendesk, Zapier, G-Suite, AirCall, Asana, etc.

 

HIRING PROCESS

The journey starts with a phone interview and a meeting with Hiring Manager.

Then we plan face to face meetings with:

  • Global Director, Student Support

  • and a few other people from teams across the organization

You will be asked to provide us with professional references

You will be asked to perform a short test

Feel free to get the gist of who we are : https://openclassrooms.com/courses/how-do-we-work-at-openclassrooms


WHAT WE OFFER

- Highly competitive salary: as we said, we take Customer Support seriously here at OpenClassrooms

- Pass Navigo paid by OpenClassrooms

- Health insurance for free (“Mutuelle” monthly fee entirely paid by OpenClassrooms)

- Meal vouchers (Employer contribution at the max authorized by law)

- Access to gym for free

- Unlimited days off and a 1.000€ premium once a year for 15+ days off taken

- Access to remote working

- A company MacBook

- A work environment and a strong culture built on agility, openness, respect and high quality



👉 OpenClassrooms is a French hyper-growth company eligible to the French Tech Visa program. That means, for foreign candidates, benefiting from the accelerated procedure to apply for a "Talent Passport" residence permit. There is also a simplified "accompanying family" procedure available for spouse and dependent minor children.

More information here: https://visa.lafrenchtech.com/4/french-tech-visa-for-employees

 

👉 We highly value a workplace free from discrimination and we strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our students. This is something we value deeply and we encourage everyone to come be a part of revolutionizing Education.

 

 

👉 Working at OpenClassrooms means joining a dynamic and stimulating team, take up challenges, meet awesome people every week, and change the world, a little bit, everyday! 🌎