360Learning empowers Learning and Development teams to drive culture and growth through Collaborative Learning. We are building a best-in-class support team - committed to helping customers asynchronously to realize the full potential of 360Learning - while also adapting to a growing customer base and product ecosystem.

Our Support & Services team is the first line of assistance for all functional and technical questions from the 360Learning customer base. In addition, they operate the interface with the product and development teams for reporting bugs and product development requests.

As part of the 360Learning Support & Services team, Support is responsible for providing solutions to our customers' written requests. It answers functional questions and interfaces with the technical teams for bug reports and product feature requests.

Your mission, as a Support Agent for the EMEA region, will be to answer by email to all queries in France, the UK and Germany (in French, English, and if possible in German).

Within 1 month, you will:

• Experience a comprehensive onboarding that includes an insight into our teams, culture, and product 
• Become an expert in Trello & asynchronous communication
• Discover the Support team and get to know key stakeholders you’ll be working with
• Answer to written requests from clients (50% of the time)

Within 3 months, you will:

• Answer to written requests from clients (100% of the time)
• Guarantee customer satisfaction and respect of our SLAs 
• Become an expert of our Product

Within 6 months, you will:

• Answer to written requests from clients (90% of the time)
• Work autonomously with R&D team to identify bugs 
• Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)
• Side projects will represent 10% of your time

Within 12 months, you will:

• Contribute to the scaling of the team by assisting your coach on the recruitments, onboardings, and monitoring processes

The Skills Set:

• 2 - 3 years of Support in a high-growth, fast-paced environment
• You bring a client-centricity mindset to everything you do
• You are a problem solver and a great investigator
• You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar in French 
• You are fluent in English, good German (written) skills are a big plus
• You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions
• Enthusiasm about the idea of working in our Culture of Convexity: https://bit.ly/Convexity_360L 

What We Offer:

• Compensation: Competitive package (including a variable component and equity)
• Benefits: Work From Home perks, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent
• Flexibility: Flexible hours, full remote work possible anywhere in France
• International team: Offices in London, New York and Paris
• Culture: A framework to make you successful - click to envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: https://360learning.com/blog/360learner-journey/

Interview process:

• Call with our recruiter 
• Work from home case study 
• Interview with the Hiring Coach
• Meeting with other 360Learners
• Culture fit with a Co-Founder
• Offer!

#LI-JS

Who We Are

360Learning empowers Learning and Development teams to drive culture and growth through Collaborative Learning. Our learning platform combines collaborative tools with the power of an LMS, enabling high-growth companies to unlock learning based on collective expertise instead of top-down knowledge. 360Learning is the easiest way to onboard new employees, train customer-facing teams, and develop professional skills–all from one place.

360Learning powers the future of work at 1,500 organizations, including Toyota, Criteo, and Airbus. Founded in 2012, 360Learning has raised $240 million, with 300+ team members across New York, Paris, and London. You can learn more in this blog post from our CEO: https://360learning.com/blog/top-down-management/.

Learning Includes Everyone.

In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!