Customer Care Engineer

About the company

WeWeb is a visual programming platform for front-ends. Users can import their own components in the platform, the tool can be configured with any back-end and generates a standard Vue.js application as an output. The product allows an extraordinary acceleration of front-end developments. 

The company surfs the fast growth of the API economy and the low-code / no-code market. Today, we are working with thousands of customers including but not limited to web agencies, indie hackers, IT teams and global brands such as PwC, Decathlon, Cisco, or L’Oréal.

Role description

WeWeb is seeking a dedicated and skilled Customer Care Engineer to join our team. In this role, you will provide exceptional support to our customers through various channels. 

You will be at the frontline of our customer interactions, ensuring a high level of customer satisfaction.

👉 Mode details about the role:

  • Multi-Channel Customer Care: Provide support through online chat, ticketing systems, video calls, and emails, ensuring training and timely resolution of customer challenges.
  • Customer Engagement: Actively engage with customers to understand their needs, provide solutions, and guide them in using WeWeb’s platform effectively.
  • Issue Resolution: Troubleshoot technical issues, provide detailed guidance, and escalate complex problems to the relevant teams when necessary.
  • Feedback Loop: Collect and communicate customer feedback to the product and engineering teams to contribute to the continuous improvement of our platform
  • Training: Conduct training sessions for customers to help them get the most out of WeWeb’s features and capabilities.

⚡️About the organization:

  • You will directly report to the Customer Care Lead.
  • Your job will be transversal as you will work closely with the Product and Engineering teams on a daily basis.
  • WeWeb is a remote company with team members in the USA, France, Belgium, and Croatia. We collaborate over Gather and Slack and do in-person offsites throughout the year.

Who are we looking for

 👩‍💻 👨‍💻 Profile:

We're looking for someone with genuine enthusiasm for WeWeb and its potential to empower users, along with a passion for staying informed about industry trends and competitors.

  • Customer-centric mindset: You prioritize customer needs, empathize with their concerns, and advocate for them within the company.
  • Technical Proficiency: You possess a solid understanding of web technologies and are capable of learning and adapting to new tools and software.
  • Effective Communication: You can explain complex technical concepts clearly and understandably, both in written and verbal form.
  • Problem-Solving Skills: You are adept at troubleshooting and resolving technical issues, with a keen eye for detail.
  • Experience: Proven track record of supporting customers across multiple channels synchronously and asynchronously.
  • No code focus: Strong understanding of the SaaS industry and no-code platforms with previous experience is a plus.
  • Language Skills: Fluency in English is required; additional languages, particularly French, are a plus but not mandatory.
  • Proactivity: You are a self-starter who takes initiative and continuously seeks ways to improve the customer experience.

Hiring process

  • (1) If your application is selected, our Head of Business Development & Customer Care will contact you for a first chat (30mn).
  • (2) We’ll give you a short use case to prepare for a second interview, during which we'll assess your skills. The CPO will participate in this second interview.
  • (3) If you do a great job - which we bet you will! - you will have a final interview with the three co-founders, Marc (CTO), Florian (CPO) & Raphaël (CEO).
  • (4) Welcome to WeWeb!

Additional information

  • We offer a caring work environment together with a full remote policy.
  • The compensation is composed of a competitive salary and a strong equity package.
  • Salary range €25k - €35k
  • We offer lunch tickets where possible.
  • The company’s health insurance will cover you.
  • You will get the latest equipment (Macbook or PC)
  • This role is a full-time position and will be 100% remote.
  • Starting date: as soon as possible.