Customer Care Specialist – SaaS Support

Company:

Boond Location:

Remote, France (Mainland only) Job Type:

Permanent Contract, Full time Compensation:

€28,000 – €32,000 per year Start Date:

March 23, 2026

Be the First Line of Defense for Our Growing SaaS Platform Boond

is growing fast. With 92 percent of our customers satisfied with the Boond experience we are aiming for 95 percent and to achieve that we need you. We are creating two Customer Care Specialist positions to structure our Customer Care team and transform how we support our customers every day

Our mission is to become the European leader in ERP for consulting firms and help all stakeholders in a company work differently. We encourage initiative never settle for current knowledge levels and continuously learn and grow

The Opportunity As a Customer Care Specialist you will be part of a newly structured team led by Charlie Customer Care Lead Manager. The goal of this team is to become the first line of defense for our clients resolving their issues quickly empowering them and developing our AI James to become increasingly effective

You will work alongside Charlie and another Customer Care representative starting at the same time to build this new service together. You will receive daily support from Boond Coaches and the Tech and Product teams

What You’ll Do L1 Customer Support – 70 percent

Respond to customer requests via our Intercom tool handling incoming tickets while respecting Boond’s quality standards of responsiveness and kindness

Support clients in writing by phone or video call to help them solve their problems on BoondManager

Provide customers with all the knowledge they need through videos articles and contextual help

Pass the baton when necessary identifying requests that exceed N1 and transmitting them to the right people including N2 CSM and tech teams

Have direct impact on customer satisfaction as your daily driver never leave a client unhappy and exchange proactively

Continuous Improvement – 30 percent

Enrich our knowledge base by identifying frequent questions and participating in creating or updating help articles for clients

Propose improvements by sharing ideas during team meetings to enhance our standard responses processes or customer experience

Build expertise on the product by continuously training on Boond features including participation in monthly product coffee sessions

Contribute to improving our AI James by flagging automatic responses to correct and helping make them more relevant

Technical Stack

Intercom

for ticketing

AI Gemini

Boond platform

Zoom

Your Onboarding Journey 1 Month Immersion

Discover Boonders and our rituals including Boondcafés seminars and buddy system

Immers in BoondGame to understand our product

First steps on support in observation mode

Get hands on with Intercom

3 Months Skill Building

Master Intercom and incoming request processing

Understand and apply escalation rules and internal processes

First improvement proposal for content standard response or process

Autonomy on simple N1 tickets approximately 40 to 50 percent of incoming requests

6 Months Autonomy

Complete autonomy on managing N1 requests including escalation process and research before asking for help

Ability to prioritize VIP clients blocking issues and identify general incidents

Proactive on responses content and customer journeys

12 Months Reference

Recognized as reference on N1 scope and response quality

Contribute to overall AI performance

Actively contribute to service structuring including processes content and best practices

Who You Are Required Qualifications

Prior experience in customer relations within a demanding SaaS environment including dispute management

Excellent oral and written communication skills in French

C1 level English

required due to international clients

Resilience and composure remaining calm with frustrated customers and managing peak activity periods without losing quality

Proactivity with a Sherlock Holmes mentality searching for things yourself asking the right questions and proposing solutions

Comfortable with digital tools ideally Intercom Zendesk or Freshdesk

Big Pluses

Knowledge of IT services companies

Experience handling complex situations or disputes

Spanish language skills as we go international

What We Offer

Salary between €28,000 and €32,000

Working hours 9am to 12pm and 2pm to 6pm no on call duty

100 percent remote work in mainland France

Permanent full time position

3 seminars per year to connect and have fun

9 additional days of paid vacation

Alan family health insurance at no extra cost for your family

€110 net teleworking allowance in addition to salary

Monthly €200 budget for coworking space of your choice

Wellness rituals including meditation fitness and yoga

Company savings plan with 300 percent return

Macbook 2 monitors headphones and equipment provided

Location This position is fully remote within mainland France only

Ready to join a fast growing SaaS company and transform customer support

If you are a customer care professional with SaaS experience fluency in French and English and a proactive mindset we want to hear from you

Apply Now Customer Care Specialist at Boond

Tagged as: Client Success, Customer Care, Customer Support, English, French, Intercom, L1 Support, SaaS, SaaS support, ticketing system

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