Customer Experience Specialist FR + EN

lemlist is a sales engagement platform giving sales teams a real competitive edge.
Bootstrapped from day one, we’ve grown from $0 to $40M ARR in just six years, without raising a single dollar. Today, we’re a profitable B2B SaaS company valued at $150M, trusted by more than 40,000 sales teams worldwide to run their outbound.

In November 2025, we acquired Claap, a $2M ARR sales conversation intelligence platform. This acquisition marks the start of an exciting new chapter: building an AI-powered, end-to-end sales platform that helps teams book more meetings, and close more deals.
We’re looking for a Customer Experience Specialist to join the Claap team and help us build a world-class customer experience from the ground up.
This role sits at the crossroads of customer support, knowledge building, and process creation.
You will not only help users solve their issues, but also structure how we support them, document our product, and scale our CX operations alongside the VP of Customer Experience and the Knowledge Management team.
This is a key role for Claap’s growth phase: you’ll help define the foundations of our support model.

Apply only if you are fluent in both English & French

What you’ll do
Customer Support

• Handle incoming requests from Claap users through our support channels (Intercom, email, etc.)

• Provide clear, empathetic and efficient support to resolve issues and guide users

• Investigate problems autonomously and collaborate with Product & Engineering when needed

• Identify recurring issues, product friction and opportunities for improvement

Knowledge Building

• Create, maintain and improve Claap’s Help Center and internal documentation

• Turn recurring questions into clear, actionable articles and guides

• Ensure documentation is accurate, easy to understand and aligned with product evolution

• Work closely with the Knowledge Management team to maintain quality and consistency

Process & Operations

• Help design and formalize Claap’s support workflows (triage, escalations, bug reporting, feedback loops, etc.)

• Build processes in close collaboration with the VP of Customer Experience

• Contribute to QA, ticket reviews and continuous improvement routines

• Actively participate in shaping Claap’s future CX operating model

Who you are

• You have experience in B2B SaaS customer support (L1/L2 or similar roles)

• You enjoy writing, structuring information and making things easier for others to understand

• You’re comfortable working in an evolving environment where things are being built, not just executed

• You’re organized, autonomous, and proactive

• You communicate clearly, both in writing and verbally (English and French)

• You’re familiar with tools like Intercom, Zendesk, Notion, Help Centers or similar

Why join Claap

• You’ll help build the support function, not just operate it

• You’ll have a real impact on how customers experience the product

• You’ll work closely with Product, Engineering and CX leadership

• You’ll join a fast-growing environment where ownership and initiative are valued

• You’ll be part of a team that cares deeply about quality, clarity and user experience

• Interview with Victoire our Talent Acquisition Manager

• Interview with Guillaume, our VP Customer Experience

• Business Case (async.) + Live Q&A

• Final round : Charles (our CEO) or Oriane (our Chief of Staff)

• Reference Check

• Offer