Customer Support Analyst (French Speaking)

AnaVation LLC; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A SaaS company in Manchester is seeking a Customer Support Analyst to empower customers and enhance their experience on the platform. This role involves delivering high-quality support across various channels and troubleshooting complex issues while collaborating with teams for continuous improvement. Candidates should possess strong communication skills and have a customer-first mindset. The company offers flexible working arrangements and a range of employee perks.

Benefits

Competitive salary

Flexible working arrangements

Professional development opportunities

In-house Culinary Crew

Wellbeing initiatives

Quarterly celebrations

Pet-friendly offices

Qualifications

• Experience in a customer-facing role, ideally in a tech or SaaS environment.
• Ability to troubleshoot complex software or system issues.
• Passion for helping people and collaboration.

Responsibilities

• Deliver high-quality product support across channels.
• Supervise and correct AI responses as needed.
• Educate customers about products to ensure self-sufficiency.

Skills

Troubleshooting complex software issues

Strong communication skills

Customer-first mindset

Proficiency in English

Proficiency in French

Job description

SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.

With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?"

We’re looking for a Customer Support Analyst who’s passionate about solving complex problems and creating remarkable customer experiences. This role isn’t just about answering questions, it’s about empowering our customers to get the very best out of our platform while shaping the future of how we deliver support.

What do Customer Support Analysts at SafetyCulture do?

• Deliver fast, helpful, and high-quality product support to customers via live chat, email,and voice channels.
• Troubleshoot complex product issues and guide users through platform configuration,use cases, and integrations.
• Supervise and correct AI responses, escalating complex or sensitive issues as needed.
• Educate customers about SafetyCulture products and features, aiming to make themself-sufficient.
• Use data, logs, and technical resources to find the root cause of problems andrecommend long-term solutions.
• Document interactions and solutions clearly, ensuring full traceability and alignmentwith our quality framework.
• Collaborate with senior analysts, product teams, and training/quality to continuallyimprove the customer experience.
• Contribute ideas and insights to help shape better support processes and productdesign.
• Close out cases with confidence, ensuring customers are satisfied and unblocked

What do I need?

• Experience in a customer-facing role, ideally in a tech or SaaS environment.
• Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools.
• Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly.
• Passion for helping people and a customer-first mindset.
• Comfort working with AI tools and willingness to adapt in a fast-changing environment.
• Proactive and collaborative - ready to “Be Bold, Bring Action” with ideas for improvements.
• Proficiency in English and French is required.

At SafetyCulture, we care about people and growing the team, through:

• Equity with high growth potential, and a competitive salary,
• Flexible working arrangements,
• Access to professional and personal training and development opportunities;Hackathons, Workshops, Lunch & Learns;
• We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.

You’ll also receive other perks such as:

• In-house Culinary Crew serving up daily breakfast, lunch and snacks
• Wellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
• Quarterly celebrations and team events, including the annual Shiplt global offsite
• Table tennis, board games, gym sessions, book club, and pet-friendly offices.

We’re committed tobuilding inclusive teams and cultivating a sense of belongingso our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work inAustralia, theUSand theUK.

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you

You can find out more about life at SafetyCulture viaYoutube,Twitter,InstagramandLinkedIn.

To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.