Premium Support&Online Community Expert - French Speaker - …, Perpignan

Overview Imagine supporting a freeware, cross-platform, global powerhouse that keeps over two billion people connected every single day through instant messaging, voice notes, video calls, and secure media sharing. We are building a massive, highly dynamic team of over 300 frontline experts to manage Premium Support, Customer Care, and Trust&Safety for one of the world's most essential digital spaces. In this role, you will not just be answering tickets; you will be an essential guardian of a massive global community. If you love solving puzzles, have quick fingers, have a passion for online safety, and can navigate a complex digital landscape with absolute empathy and sharp critical thinking, this is where you belong.

Responsibilities

Act as a Customer Expert (CE) by handling user inquiries across chats and emails

Deep dive into technical troubleshooting, assisting users with installation, activation errors, and account connection freezes

Protect the integrity of the platform by reviewing reported content, identifying phishing, spam, or malware, and maintaining the highest safety standards

Navigate an extensive, complex, and fast-evolving knowledge base to make advanced, real-time choices for our users

Bring a customer-centric attitude to every interaction, turning a frustrating user lockout into a seamless experience

Requirements

Linguistic Talent: Native or C1 fluency in French

English Proficiency: Solid C1 level in English, as your training, internal tools, and extensive Knowledge Base are fully in English

Digital Savviness: Advanced PC knowledge and comfort working across multiple software tools simultaneously

Keyboard Speed: A typing speed of at least 25 words per minute with 85% accuracy or higher

Resilience&Focus: Significantly advanced written communication skills and a high level of stress tolerance to navigate busy production queues and content moderation reviews

Shift Flexibility: Comfort working rotational schedules. Our operation runs between 6:00 AM and 10:00 PM, including regular weekend shifts to keep the global community running smoothly

Clean Slate: Ability to successfully pass a mandatory background check and client-specific onboarding procedures

Benefits

The Athens Experience: Enjoy a world-renowned Mediterranean lifestyle in Greece, combining historic city vibes with nearby coastal escapes

Premium Health Coverage: Enjoy additional private health insurance specifically provided for our team members on this project

Career Evolution: Dive into a rigorous minimum 2-week training and nesting period fully designed to sharpen your tech and moderation skills

Future Flexibility: Establish your high performance during the initial 90 days on-site, opening up the possibility of transitioning into a hybrid or work-from-home setup

Global Network: Work alongside an international, multicultural team of hundreds of customer care and digital safety specialists

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