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 the key stakeholders you’ll be working with
- Answer to written requests from clients (50% of the time)
Within 3 months, you will:
- Start answering to written requests from clients
- Guarantee customer satisfaction and respect of our KPIs and SLAs
- Get to know our product and all its features inside out
Within 6 months, you will:
- Keep answering to written requests from clients
- Work autonomously to identify and document bugs and have them solved by the R&D team
- 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...)
- Start handling our most valuable customers by becoming a dedicated agent for some of them.
Within 12 months, you will:
- Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
- Become a subject-matter expert and treat escalations from your team members
- Start improving our processes and efficiency by offering solutions to automate tasks and improve efficiency
The Skill Set
- 3+ years experience within tech support function role, preferably in B2B Saas environment or bachelor’s degree in Information Technology, Computer Science, or a related field.
- You have a passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions with a client centricity mindset
- You master an array of troubleshooting tools and concepts
- You have problem solving skills and an investigator mindset
- You are able to work under pressure and adapt to a fast-changing environment (multitasking, prioritization…)
- You have basic knowledge of SQL for querying databases and resolving data-related issues.
- Experience with ticketing systems (e.g Zendesk), monitoring service applications (e.g Datadog) and basic understanding of HTTP APIs
- Fluent French & English (US/UK)
- Ideally B2 level or equivalent in German
- Enthusiasm for our working environment explained here: Convexity
What we offer:
- Compensation: Package includes base salary, a variable component and equity 📈
- Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent.
- Balance: Flexible hours, full remote work possible anywhere in France 🏠
- Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝
- Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍
- Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture:https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻💻🏆
Interview Process:
- Phone Screen with our Talent Acquisition Manager
- Discovery Meeting with our EMEA Support Lead
- Case Study to do at home
- Clarification Meeting with Support Agent
- Culture Fit Meeting with our Head of Global Support
- Offer!
Top Skills
What the Team is Saying
What We Do
Performance-driven learning & development teams achieve business impact with 360Learning. L&D teams leverage AI and collaborative learning to pinpoint skills gaps, capture knowledge from experts, and deliver it to learners when needed most. 360Learning’s learning platform is equipped with powerful LMS automation, collaborative learning Academies, tools to create a top-notch learner experience, and an AI-powered Skills ontology to activate skills-based learning. Employees upskill, customers learn, and partners are trained—all from one place.
360Learning partners with 2,500+ companies to deliver impactful learning. Founded in 2013, the company has raised $240 million and built a team of 400+ across New York, Paris, London, and Germany. 360Learning pioneered collaborative learning, launched the first AI certification for L&D, and founded the L&D Collective community to foster knowledge sharing and relationship building.
Why Work With Us
We are powered through our culture called Convexity (more info here: http://bit.ly/Convexity_360L). We focus a lot on making an impact, but also maintaining "Your Life, Your Way", where we believe you can be successful anywhere. We are strong-believers in documenting our process, sharing continuous feedback and having low authority.
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360Learning Teams
360Learning Offices
Remote Workspace
Employees work remotely.
360Learning is a remote-first employer. We have entities in France, the UK, Germany, Spain, the US, and Canada. We also offer a monthly allowance for our remote employees to create a productive workspace at home, or to rent a co-working space.
