Customer Success Specialist - France/Belgium

Join the Petbnb Family as a Customer Success Specialist for France/Belgium

About Us

Petbnb is a platform that has helped connect thousands of pet owners with trusted local pet lovers who want to look after their pet. We make it easy to book cat-sitting, dog walking, doggy day care and dog boarding whenever it’s needed.

Are you ready to join the Petbnb family and be a part of one of the most ambitious pet sitting platforms in Europe? Petbnb is a young and dynamic company with an open and informal culture where we like to enjoy and celebrate every successful moment.

The Role

The Customer Success Specialist is the principal point of contact for our customers in France and Belgium. You will be required to handle customer support tickets via our customer support portal but also respond to queries or questions arriving via social channels. You will report directly to our CEO.

• You develop relationships with our users and create an exceptional, personal service experience for them via email & phone.
• You communicate effectively and manage escalated conversations in a professional manner.
• You have excellent attention to detail and are able to own and solve a problem. A good listener, you understand the core needs of our community.
• You can work with tight deadlines and find the right balance between being professional and resolving issues with expediency.
• You proactively seek new ways to provide excellent customer support and how to improve Petbnb based on your own experience and customer feedback.
• You take responsibility and solve whatever problems your team, or our users, may face. Through your actions, not only do you help retain users but you also convert them into brand ambassadors.

Requirements

• You are fluent in French (written and oral) and are able to support localisation activities as well as support our customers.
• You are proficient enough in English to answer support tickets in English.
• Ideally, you have some experience in the customer support area. More importantly, you can listen and you understand customers’ real needs.
• An excellent problem solver, you are able to plan your own work and contribute to the success of Petbnb from day one.
• You are able to operate and to continuously learn and improve in a fast-paced & dynamic environment.
• You have a self-confident and positive demeanour mixed with excellent communication skills.
• Bonus: experience working in the vet industry or knowledge of dogs and any aggressive triggers