Customer Support Representative - 18840

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Customer Support Representative | French Speaking

Location: Remote 

Compensation: $1,500 - $2,000 / month

Type: Full-Time Contractor (40 hrs/week)

Time: 8am to 5pm CET

Our client is aiming to revolutionize private asset management by building a social platform to democratize investments in alternative assets in Europe (start-ups, private equity, art, crypto-assets, etc.). Our vision: Alternative asset classes will grow fast in the coming years, as the returns of more traditional investments (real estate, stock markets, etc.) are decreasing, inflation is growing, and tech makes it easier than ever to democratize this type of investments outside of the Ultra High Net Worth sphere. As a first step, our client has been building the go-to platform for everything related to angel investing in startups. Our client now empowers angel investors to invite their network to co-invest alongside them, automating all the regulatory and process flows under the hood. 

We are now enabling them to easily start small VC funds to share their deal flow even more easily, and will open other asset classes (such as Private Equity) to become the one-stop shop for non-professional investors in all alternative assets. 

The Role: Mission & Impact

As a Customer Support, you’ll be the primary point of contact for our investors, founders, and fund managers - resolving their questions fast and with care, while working hand-in-hand with the Operations team who actively manage deals on the ground. 

Your mission will revolve around two main pillars: 

01 Ticket Management & CX 

• →You’ll own the full lifecycle of customer support requests: 
• →Triage, prioritize, and resolve inbound tickets from investors, founders, and fund managers through our support platform (Front), ensuring fast first-response times and high resolution quality. • Handle a wide range of inquiries - from onboarding questions and KYC status to investment process explanations and account-related issues - with clarity and empathy. 
• →Identify recurring pain points and surface them to the Product and Ops teams to continuously improve the user experience. 
• →Maintain and update support documentation, FAQs, and macros to empower users to self-serve and scale our agentic provider Parahelp.

02 Collaboration with Operations 

• →You’ll act as the bridge between our users and the Ops team managing live deals: 
• →Work closely with Operations Associates to escalate and resolve complex tickets that require deal-specific or compliance-related input. 
• →Coordinate with the Ops team to communicate deal updates, timelines, and status changes to investors in a clear and timely manner. 
• →Flag anomalies and blockers spotted in the ticket queue that may impact deal execution or investor satisfaction. 
• →It’s a high-impact, client-facing freelance role where you’ll interact directly with top-tier European founders and investors from 60+ nationalities — including several billionaires. 

The challenges 

• →High volume & fast SLAs: investors expect rapid, high-quality responses — especially during active deal periods 
• →High expectations: top-tier founders and investors with very demanding standards • Complexity: highly regulated, multi-stakeholder environment requiring a solid grasp of investment processes 
• →Multitasking: managing a busy ticket queue while staying aligned with multiple Ops counterparts across concurrent deals 

About you 

• →Experience: 3-4 years in a customer support, CX, or client success role - ideally in fintech, legal tech, or a high-growth startup environment 
• →Languages: Fluent in French and English (written and spoken) - both are used daily with our user base
• →Ticketing savvy: hands-on experience with support tools such as Intercom, Zendesk, Front, or similar platforms 
• →Exceptional written communication: you write clear, warm, and concise messages - even on complex or sensitive topics 
• →Deeply empathetic: you genuinely care about the user experience and take pride in leaving every interaction better than you found it 
• →Autonomous and structured: you manage your own queue, set priorities, and don’t wait to be told what needs attention 
• →Strong Ops collaborator: comfortable working in tight feedback loops with operations teams — you know when to escalate and how to do it efficiently 
• →Detail-oriented: meticulous in your follow-ups and documentation, especially in a regulated environment 
• →Curious about fintech & investing: a basic understanding of investment vehicles, KYC, or SPVs is a strong plus - or a genuine appetite to learn fast