Product Support Specialist

Product Support Specialist

We're seeking a Product Support Specialist to join our team. In this role, you will provide direct support to our users, helping them maximize the potential of Upflow. You will collaborate with the customer and internal teams to ensure the most efficient resolution while delivering the best possible customer experience. As part of the product team, you will report to Jean-Malo. This role is based in Paris. You will:

• Provide white-glove, dedicated support to our customers to resolve their issues and ensure their satisfaction
• Collaborate on the creation and maintenance of customer-facing documentation, enhancing self-service support options for customers
• Act as a bridge between customers and Upflow's engineering team by reproducing issues and driving resolution through detailed bug reports
• Collaborate cross-functionally with Customer Success, Sales, Product, and Engineering to develop proactive solutions that enhance the customer experience and resolve technical challenges

Must have:

• Excellent written and verbal communication (French & English Required)
• Profound empathy and care for people
• Ability to figure things out on your own and work autonomously

Should have:

• 2+ years of experience using ticketing systems (e.g., Zendesk)
• 2+ years of experience in Finance & Startups

Why join us?

• International mindset: We have offices in Paris and New York.
• Flexible working: On-site job in Paris in a hybrid office culture.
• All-star team: Excellent team with deep functional and domain expertise.
• Learning opportunity: Strong focus on learning and growing through education and professional development in hard and soft skills.
• Trusting environment: Hands-off management style. We have a strong culture of ownership and autonomy.
• Best in-class perks: Meal vouchers, welcoming offices, top-of-the-range equipment.
• Offsites: Regular offsites with the team, meetups, and strong connections to the startup ecosystem.

Recruitment process:

• Screening call with Francesca, our People Admin Manager
• Home assignment
• Home assignment review with your future manager, Jean-Malo & Team interview
• Team interview
• Founder interview

At Upflow, we are committed to building a diverse and inclusive workplace. We encourage all individuals to apply, even if you don't meet every qualification. Research shows that some candidates may hesitate to apply unless they meet every requirement. However, we believe that a variety of experiences and perspectives can bring value beyond the listed qualifications. If you're excited about what we do and feel you could contribute, we want to hear from you.