CUSTOMER CARE ENGINEER

ABOUT THE COMPANY

WeWeb is an AI web-app builder with an integrated visual editor so non-coders can easily update and control the AI-generated outputs.

Users can import their components into the platform through GitHub. The tool can be configured with any back-end and generates a standard Vue.js application that can be deployed on any infrastructure.

The product allows non-coders to build extraordinarily advanced web-applications, putting them on the same level as expert web developers.

The company surfs the fast growth of the AI economy and the low-code / no-code market. Today, we are working with tens of thousands of customers, including but not limited to web agencies, indie hackers, IT teams, and global brands such as PwC, Decathlon, and L’Oréal.

ROLE DESCRIPTION

WeWeb seeks a dedicated and skilled Customer Care Engineer to join our team. In this role, you will provide exceptional support to our customers through various channels.

You will be at the frontline of our customer interactions, ensuring high customer satisfaction.

More details about the role:

• Multi-Channel Customer Care: Provide support through online chat, ticketing systems, video calls, and emails, ensuring training and timely resolution of customer challenges.
• Community Engagement: Actively engage with users in our community to understand their needs, provide solutions, and guide them using WeWeb.
• Issue Resolution: Troubleshoot advanced technical issues, provide detailed guidance, and escalate complex problems to the relevant teams when necessary.
• Feedback Loop: Collect and communicate user feedback to the product and engineering teams to contribute to the continuous improvement of our platform.
• Training: Conduct training sessions for customers to help them get the most out of WeWeb’s features and capabilities.

About the organization:

• You will directly report to the Head of Business Development & Customer Care.
• Your job will be transversal as you will work closely with the product and engineering organizations daily.
• WeWeb is a remote company with team members in the USA, France, Belgium, India, Spain, and Croatia. We collaborate over Gather and Slack and do in-person offsites throughout the year.

WHO WE ARE LOOKING FOR

Profile:

We seek a passionate and customer-centric individual excited about helping users succeed with WeWeb. The ideal candidate will have a strong technical aptitude and excellent communication skills.

• Customer-centric mindset: You prioritize customer needs, empathize with their concerns, and advocate for them within the company.
• WeWeb Proficiency: You have at least 2 years of experience building with WeWeb.
• General Technical Proficiency: You possess a strong understanding of web technologies and can learn and adapt to new tools and software.
• Effective Communication: You can explain complex technical concepts clearly and understandably in written and verbal form.
• Problem-Solving Skills: You are adept at troubleshooting and resolving technical issues, with a keen eye for detail.
• Experience: Proven track record of supporting customers across multiple channels synchronously and asynchronously.
• No code focus: Strong understanding of the SaaS industry and no-code platforms with previous experience is a plus.
• Language Skills: Fluency in English is required; additional languages, mainly French and Portuguese, are a plus but not mandatory.
• Proactivity: You are a self-starter who takes initiative and continuously seeks ways to improve the customer experience.

ADDITIONAL INFORMATION

• We offer a caring work environment together with a full remote policy.
• The compensation is composed of a competitive salary and a strong equity package.
• We offer lunch tickets where possible.
• The company’s health insurance will cover you.
• You will get the latest equipment (Macbook or PC)
• This role is a full-time position and can be 100% remote.
• Starting date: as soon as possible.

HIRING PROCESS

• (1) If your application is selected, our Head of Business Development & Customer Care will contact you for a first chat (30mn).
• (2) We’ll give you a short use case to prepare for a second interview, during which we'll assess your skills. The CPO will participate in this second interview.
• (3) If you do a great job - which we bet you will! - you will have a final interview with the three co-founders, Marc (CTO), Florian (CPO) & Raphaël (CEO).
• (4) Welcome to WeWeb!