Customer Support Representative

Join Ocus, a visual-tech company focused on enhancing the restaurant business through high-quality visual assets. As a Customer Support Representative, you'll engage with users, resolve inquiries, and provide feedback on the customer service environment. This entry-level position is perfect for those with a supportive mindset, excellent communication skills, and a desire to learn and grow.

• Communicate with all Ocus ecosystem users (photographers, restaurant owners, partners) via chat conversations and emails using the Intercom platform.
• Follow up (update or escalate) in a timely manner with Ocus teams on any conversations that require actions not yet documented.
• Provide proactive feedback on customer service environment (knowledge base, ticket trends, customer sentiment) and product CX based on content from your daily conversations with users.

* It’s not your first rodeo! Even if you’re early in your career you already had hands on managing customer inquiries, especially using chat conversation tools.

* You have prior experience with a B2B customer service environment - Saas Marketplace experience is a strong plus (any internship / alternance counts! 💪)

* Excellent writing and communication skills in English - Any other language is a plus

* You already have a supportive mindset, and empathy is your middle name. But you are also someone ready to adapt to the company culture and tone of voice recommendations.

* You’re not afraid to own decisions and take initiatives to provide best-in-class customer service.

* Knowledge is power, and you know it. Using a documentation system, especially with LLMs, is no secret for you.

* You’re open to feedback and ready to grow. Participating in workshops, coaching sessions, or any QA review is always an opportunity to learn.

* Everyone agreed that you’re an accountable teammate because you never work alone and understand that collaborative working is how we reach objectives 🤝

### What you'll do

* **External communication**

* Communicate with all Ocus ecosystem users (photographers, restaurant owners, partners) via chat conversations and emails using the Intercom platform.

* Follow up (update or escalate) in a timely manner with Ocus teams on any conversations that require actions not yet documented.

* Resolve users' inquiries related to how-to-use, planning, billing, technical or account topics.

* **Internal communication**

* Provide proactive feedback on customer service environment (knowledge base, ticket trends, customer sentiment) and product CX based on content from your daily conversations with users.

* Support the support. You’re part of a team, and your mates can also ask for advice or guidance.

* Attend and actively participate in coaching meetings, planned and led by Ocus support management team (workshops, ticket review, QA)

### What we bring

* Small team structure - You want to sit and work next to the product team? Feel free.

* Experienced mentoring - People are ready to onboard you and share all relevant knowledge from day one.

* “On the same boat” culture - Business objectives are shared and we all follow them together.

* Expertise on visual-tech ressources for restaurant business - If you want to learn more about why visual assets are valuable for restaurants you’re in the right place!

EUR 30,000 - 40,000