Customer Care Representative

Rise Up is a leading European learning software provider, pioneering Blended Learning with a fast-growing presence across the continent.

With offices in Paris, London, and Lisbon, our team of 120 talented individuals is shaping the future of professional development.

At Rise Up, we bridge cutting-edge technology and learning expertise to help organizations and their teams continuously develop the skills they need to thrive in a rapidly evolving world.

With 5 million learners across 73 countries, we are transforming professional training through an innovative platform that seamlessly blends digital and in-person learning. Designed for employees, powered by technology, and focused on performance, our solution drives organizational transformation through personalized and engaging learning experiences.

Why join Rise Up?

• Grow with us: Become part of a fast-growing, ambitious and innovation-driven company.
• Think globally, thrive locally: Work in an international team that embraces diverse talents and backgrounds.
• Start strong: Our structured onboarding programme sets you up for success and helps you feel at home from day one.
• Make an impact: Help reinvent how millions of people learn and grow professionally, while enhancing your own skills in a collaborative and supportive environment.

📢 About the Role:

As a Customer Care Representative, you will be the first point of contact for our customers, delivering outstanding customer service with a strong technical dimension. You will handle customer inquiries, provide product and service information, troubleshoot and resolve technical issues, and ensure customer satisfaction.

Responsibilities

Customer Support & Communication

• Respond to customer inquiries via email and chat.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers, including providing personalised support and follow-up.

Technical Support & Troubleshooting

• Diagnose, troubleshoot and resolve technical issues (configuration, integrations, connectivity, data/reporting), reproducing bugs where needed.
• Escalate complex technical issues to Level 2/Engineering with clear, well-documented reproduction steps and context.
• Collaborate with Product and Engineering teams on bug follow-up and workarounds, keeping customers informed throughout.

Knowledge Management

• Help ensure that both the internal and external knowledge bases are up to date with the latest product changes, including documenting technical resolutions and troubleshooting guides.

💡 What you'll bring to the Team:

• Previous experience in a client service role, understanding the dynamics and requirements of customer support.
• Experience in technical support or SaaS support, with solid troubleshooting methodology (isolate, reproduce, resolve or escalate).
• Comfortable with technical concepts such as APIs, SSO, browser debugging (console, HAR files), and log analysis.
• Ability to translate technical explanations into clear, jargon-free language for customers.
• Familiarity with CRM systems and practices.
• Fluent in French and English, with strong communication skills in both languages. German would be a plus.
• Ability to multi-task, prioritize, and manage time effectively.
• Problem solver: your daily activities consist of solving complex functional and technical issues.
• Demonstrated client-centered approach, prioritizing customer satisfaction and delivering timely resolutions.
• Excellent interpersonal, written and oral communication skills.
• Empathy and a customer-oriented attitude.
• Tenacity, willfulness to solve issues and close tickets in a timely manner.

📝 Hiring Process

• Screen with Valentine, Talent Acquisition Manager
• Business Case
• Manager interview with Sébastien, Care Manager
• Interview with Florian, VP Engineering