The Role
The Customer Support Analyst will deliver high-quality product support in French, troubleshoot complex issues, educate customers, and improve support processes.
Summary Generated by Built In
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 French Speaking, Product Support Specialist 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 Product Support Specialists 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 them self-sufficient.
- Use data, logs, and technical resources to find the root cause of problems and recommend long-term solutions.
- Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework.
- Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience.
- Contribute ideas and insights to help shape better support processes and product design.
- Close out cases with confidence, ensuring customers are satisfied and unblocked
What do I need?
- Verbal and written fluency in French
- 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.
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.
- 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.
You’ll also receive other perks such as:
We’re committed to building inclusive teams and cultivating a sense of belonging so 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 in Australia, the US and the UK.
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 via Youtube, Twitter, Instagram and LinkedIn.
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.
Top Skills
Ai Tools
Customer Support
SaaS
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The Company
What We Do
SafetyCulture is a global technology company that puts the power of continuous improvement into everyone's hands. Our operations platform unlocks the power of observation at scale, giving leaders visibility and workers a voice in driving quality, efficiency, and safety improvements.
More than 60,000 customers use our operations platform to perform checks, train staff, report issues, and automate tasks. In doing so, we drive processes that help businesses get better every day.
Recent analysis by Forrester found that our flagship products provide a 214% return on investment for customers, and USD $3.6M in cost savings from operational improvements.
From top Australian ASX-listed grocer and retailer Coles and American aviation giant JetBlue, to Europe’s largest hospitality multi-national Accor, our operations platform is helping teams in every industry.
