Customer Support
Licorne Society
Temps plein
Sur site (présentiel)
Paris A8 FR
Service client et Customer Success
Licorne Society a été missionné par une startup en pleine croissance pour les aider à trouver leur Customer Support.
Nécessité de parler français + anglais (niveau professionnel)
Poste basé à Paris (Bastille) avec deux jours de télétravail par semaine.
About Us
The company is helping patent agents and attorneys streamline the process of drafting patent applications. This product leverages the latest advances in AI—like foundation models—to accelerate the fundamental steps involved in building these applications. In 2025, we have experienced tremendous growth, and we’re looking for passionate, driven individuals to help us accelerate further and reach new heights.
We are a team of collaborative hustlers, ambitious learners, and ownership champions. If you're excited about a fast-paced, flexible environment where growth is celebrated and every day brings new possibilities, join us on this exciting journey .
As we build l'entreprise, we are looking for passionate, driven individuals to join us in Paris.
About the role
As a Customer Support Specialist, you will ensure our customers across the European market enjoy a reliable, seamless product experience. You will act as a technical bridge between customers and our Engineering/Product teams, quickly investigating complex issues, providing effective solutions, and continuously improving support processes.
Your mission will include:
- Ensuring first-response and resolution times meet contractual SLAs.
- Boosting customer satisfaction and retention through timely, high-quality support.
- Taking ownership of operational support and contributing to scaling the team.
- Establishing a reliable, scalable support function for our growing client base.
About you
You are a solution-oriented, autonomous, and highly organized individual with a strong background in B2B SaaS customer support.
You communicate clearly in both French and English, maintaining empathy and professionalism even in challenging situations.
You are proactive, adaptable, and enjoy working in a fast-growing startup environment.
Specifically, you bring:
- Minimum 2 years of experience in B2B SaaS customer support, handling complex issues and diverse user needs.
- Bilingual fluency in French and English, with excellent written and verbal communication skills.
- Strong experience with support tools such as Intercom, Zendesk, Freshdesk, Linear, or similar.
- The ability to work independently, prioritize tasks, and manage multiple tickets and deadlines simultaneously.
- A solution-oriented mindset and ownership mentality, problems are yours to resolve end-to-end.
- Empathy and customer focus, ensuring every interaction reassures and supports the client.
- Comfort in a fast-paced, evolving environment, where processes are dynamic and startup agility is key.
Nice-to-have: You’ll stand out if you have experience in AI, LegalTech, IP, or SaaS environments, have previously worked in early-stage startups or founding teams, have been involved in creating process documentation or operational playbooks, or speak additional languages such as German or Dutch.
Recruitment Process
- Initial Conversation – A short chat to get to know you and explore mutual fit.
- Team Interview – Meet with a CSM to assess skills, alignment and collaboration style.
- Practical Assessment – Demonstrate your approach to customer support and problem-solving.
- Founders Interview – Discuss l'entreprise’s vision and culture, and explore your long-term career trajectory with one of our founders.
If you thrive in a fast-paced, ambitious, and super flexible environment, where collaboration, ownership, and a hunger for growth are celebrated, join us on this exciting journey.