Customer Support Specialist

About Lalilo

Lalilo is an EdTech company building a web-based app to help elementary teachers differentiate their reading instruction. Our vision is to support educators in the classroom by gathering pedagogy, design, and artificial intelligence in the most engaging learning platform. We believe teachers have the hardest, most impactful, and most important job in society - and we want to help them in their mission to help students. We also believe every student should be given every chance to succeed, and this starts by becoming a proficient reader.

In France 20% of the students who graduate from elementary school (collège) can’t read proficiently enough to keep up with the academic demands of the classroom. In the U.S, that number goes up to 30%. By providing individualised learning to students they want to drive that number down to 0.

Our tool is used by more than 100,000 teachers worldwide as well as 1.2M students and growing! On the student side, students evolve through different worlds and collect treasures as they go. They complete exercises in phonics, sight words, word families, and comprehension. On the teacher side, detailed reporting allows teachers to better understand student strengths and areas of need. Educators can also print weekly reports and invite families to use the platform at home.

We are a team of 34 passionate, hard-working, and fun individuals based in France. Since 2021, Lalilo is part of the International group Renaissance Learning, a worldwide Edtech leader.

About the position

We are expanding the Customer Support team, and we are looking from someone friendly and reliable, who cares about teachers, in order to help us. This role is crucial for our users’ (teachers & families) satisfaction.

This role will report to the Customer Support Manager (based in France).

You will also work closely with our Community Manager, our Implementation Coordinators, our US Support team, our Business Development Manager and our General Manager for France.

Your missions:

• Empowering users thanks to self-service support;
• Making sure that every single message receives a quick, friendly and relevant reply;
• Replying to the French support tickets;
• Maintaining up-to-date and user-friendly FAQ articles and saved replies;
• Participating in the continuous improvement of our product by clearly and efficiently communicating any bugs, customer concerns, and feedback to the product team;
• Frequently re-evaluating and re-adjusting our customer support tool (Intercom) and processes;
• Ensuring smooth coordination with the international support team (UK, Asian and Australian markets).
• Doing a few customer success tasks in our Back Office (such as implementation or rostering) for users who can only speak French
• Providing support IRL at academic events and trade fairs in France

We believe that reactivity is key while managing a customer support service. We are humans talking to other humans, so we believe that a simple, kind and genuine message is powerful. Transparency is also important with our customers and with the Lalilo team. You will be the voice of Lalilo for many of our users. We want our users to continue to view our support as friendly, transparent, and efficient, to understand that they've been heard and that their feedback will help us build a better product.

About you

We’re looking for somebody who:

• Deeply cares about educators and can relate to them;
• Has outstanding verbal and written skills, in French and in English;
• Is tech-savvy and able to thrive in a matrixed organization;
• Is extremely organised and structured, able to navigate in unstructured environments;
• Is used to offering new ideas in the customer support projects they participate in
• Pays attention to details and can multitask;
• Enjoys direct contact and meeting users.

Preferred experience We're looking for a customer support manager:

• with at least 2 years of customer support experience
• with detailed working knowledge of helpdesk tools (eg: Intercom, Zendesk,...)
•  fluent in French and in English - with outstanding spelling skills

More details

• Outstandingly mission-based and fun work environment :)
• 25 days of PTO + 10 days of RTT + additional time off as needed
• Health insurance with Swisslife (basic package paid 100% by Lalilo)
• Take care of your mental health and get free counseling with Lifeworks
• Meditate with a free subscription to Calm
• 75% refund for your Navigo card
• Luncheon vouchers
• Hybrid and flexible working environment
• Weekly yoga classes at the office or on Zoom
• Get involved with Lali-tivities! (after works, running club, pastry of the week, and more!)

If you are interested and want to hear more, please apply today!