Boond: Customer Care
Headquarters: 6 Rue de Porstrein, 29200 Brest, France Brest, Finistère, 29200 France URL: http://boondmanager.com
Why We're Hiring 🔥
Boond is constantly growing! 🦊 92% of our clients are satisfied with the Boond adventure, we're aiming for 95% and for that, we need you! To structure our Customer Care department, we are creating 2 Customer Care positions that will transform the way we support our clients on a daily basis 🔥
Our biggest dreams are:
- To become the European leader in ERP for consulting firms (we have ambition).
- To help all the players in a company work "differently" “autrement”.
Our Core Principles 👌
- ✅ It's better to apologize than to ask for permission. We encourage initiative 300%!
- ✅ Never be satisfied with your current level of knowledge. Learn, cultivate yourself, read, listen!
The (Super) Team 🏆
You will be part of the Customer Care team, a service in full structuring led by Charlie, Customer Care Lead Manager.
What does it consist of?
The goal of this department is to become the first line of defense for our clients: resolve their problems quickly, make them autonomous, and make our AI James grow to become more and more efficient. ⚙️
You will find in this team Charlie (who will be your future manager) and another Customer Care who will start at the same time as you to build this new service together. You will be supported daily by the Boond Coaches and the Tech/Product teams. 🚀
Charlie, your future manager, explains part of her job and the challenges of support in this video.
Your (Future) Playground:
🎧 Customer Support N1 – 70%:
- Respond to customer requests via our Intercom tool: you process incoming tickets while respecting Boond's quality standards (reactivity and kindness!)
- Support customers in writing, by phone or video to help them solve their problems on BoondManager.
- Provide customers with all the knowledge they need (videos, articles, contextual help...).
- Pass the baton when necessary: you learn to identify requests that go beyond N1 and you pass them on to the right people (N2, CSM, tech).
- You will have a direct impact on customer satisfaction which will be your driver on a daily basis! We don't leave a dissatisfied customer and we exchange proactively!
🚀 Continuous Improvement – 30%:
These missions are built gradually, depending on your skills development.
- Enrich our knowledge base: you identify frequent questions and participate in the creation or updating of help articles for customers.
- Propose improvements: you share your ideas during team meetings to improve our standard answers, our processes or the customer experience.
- Develop skills on the product: you continuously train on the features of Boond to better support our customers, we meet on a Wednesday each month for the product coffee!
- Contribute to the improvement of our AI (James): you report automatic responses to be corrected and you help make them more relevant.
Our Technical Stack 🌈
- Intercom (our beloved ticketing tool)
- AI: Gemini
- Boond (obviously!)
- Zoom
Your Onboarding 🚀
🗓️ 1 month: Immersion
- Discovery of Boonders and our rituals (Boondcafés, seminars, sponsor).
- Immersion in the BoondGame to understand our product.
- First steps on the support in observation.
- Getting started with your technical environment with Intercom.
🗓️ 3 months: Skills Development
- Mastery of Intercom and the processing of incoming requests.
- Understanding and application of escalation rules and our internal processes.
- First improvement proposal (content, standard answer, process...).
- Autonomy on simple N1 tickets (approximately 40 to 50% of the requests received).
🗓️ 6 months: Autonomy
- Complete autonomy on the management of N1 requests (escalation, process, research before requesting help...).
- You know how to prioritize (VIP clients, blocking subjects) and identify general incidents.
- You are a force of proposal on answers, content and customer journeys.
🗓️ 12 months: Reference
- You are recognized as a reference on the N1 perimeter and the quality of the answers.
- You contribute to the overall performance of the AI.
- You actively contribute to the structuring of the service (processes, content, good practices)
The idea is that you are in the best conditions 💪
How does the Customer Care team work 🦊?
- You start the week with a team meeting ❤️
- 1/1 follow-up with Charlie per week.
- We exchange regularly to help each other on a daily basis (ps: we love to share customer feedback in our #toomuchlove channel)
Typical Week (example):
- Monday-Wednesday-Friday: 70-80% of the time on the inboxing, 20-30% content update and AI feedback
- Tuesday-Thursday: 50% inboxing, 50% improvement workshops, content creation, sprints
To apply: https://weworkremotely.com/remote-jobs/boond-customer-care