Customer Support Representative

This is entry-level job. We are looking at junior profiles ready to learn how Ocus is running and truly curious about photographers and restaurants business.

If you like to engage with marketplace users with natural communication style and empathy mindset.

If you want to have direct impact on user experience by enhancing knowledge and product understanding.

If searching for technical solution is natural approach for any challenges encountered.

Then you may be perfect fit for this role. 🥇

• It’s not your first rodeo! Even if you’re early in your career you already had hands on managing customer inquiries, especially using chat conversation tools.

• You have prior experience with a B2B customer service environment - Saas Marketplace experience is a strong plus (any internship / alternance counts! 💪)

• Excellent writing and communication skills in English - Any other language is a plus

• You already have a supportive mindset, and empathy is your middle name. But you are also someone ready to adapt to the company culture and tone of voice recommendations.

• You’re not afraid to own decisions and take initiatives to provide best-in-class customer service.

• Knowledge is power, and you know it. Using a documentation system, especially with LLMs, is no secret for you.

• You’re open to feedback and ready to grow. Participating in workshops, coaching sessions, or any QA review is always an opportunity to learn.

• Everyone agreed that you’re an accountable teammate because you never work alone and understand that collaborative working is how we reach objectives 🤝

What you'll do

• External communication

  • Communicate with all Ocus ecosystem users (photographers, restaurant owners, partners) via chat conversations and emails using the Intercom platform.

  • Follow up (update or escalate) in a timely manner with Ocus teams on any conversations that require actions not yet documented.

  • Resolve users' inquiries related to how-to-use, planning, billing, technical or account topics.

• Internal communication

  • Provide proactive feedback on customer service environment (knowledge base, ticket trends, customer sentiment) and product CX based on content from your daily conversations with users.

  • Support the support. You’re part of a team, and your mates can also ask for advice or guidance.

  • Attend and actively participate in coaching meetings, planned and led by Ocus support management team (workshops, ticket review, QA)

What we bring

• Small team structure - You want to sit and work next to the product team? Feel free.

• Experienced mentoring - People are ready to onboard you and share all relevant knowledge from day one.

• “On the same boat” culture - Business objectives are shared and we all follow them together.

• Expertise on visual-tech ressources for restaurant business - If you want to learn more about why visual assets are valuable for restaurants you’re in the right place!

• 1st Round with CS Manager & Head

• Case study (nothing technical) for mindset & CS skills evaluation

• 2nd Round with CS Head for case study debrief

• 3rd Round interview with COO (Ops management)

• 4th Round with CEO for cultural fit & validation