Website Boond
Work Smart, Grow Fast.
Company: Boond
Location: Remote, France (Mainland only)
Job Type: Permanent Contract, Full time
Compensation: €28,000 – €32,000 per year
Start Date: March 23, 2026
Be the First Line of Defense for Our Growing SaaS Platform
Boond is growing fast. With 92 percent of our customers satisfied with the Boond experience we are aiming for 95 percent and to achieve that we need you. We are creating two Customer Care Specialist positions to structure our Customer Care team and transform how we support our customers every day
Our mission is to become the European leader in ERP for consulting firms and help all stakeholders in a company work differently. We encourage initiative never settle for current knowledge levels and continuously learn and grow
The Opportunity
As a Customer Care Specialist you will be part of a newly structured team led by Charlie Customer Care Lead Manager. The goal of this team is to become the first line of defense for our clients resolving their issues quickly empowering them and developing our AI James to become increasingly effective
You will work alongside Charlie and another Customer Care representative starting at the same time to build this new service together. You will receive daily support from Boond Coaches and the Tech and Product teams
What You’ll Do
L1 Customer Support – 70 percent
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Respond to customer requests via our Intercom tool handling incoming tickets while respecting Boond’s quality standards of responsiveness and kindness
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Support clients in writing by phone or video call to help them solve their problems on BoondManager
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Provide customers with all the knowledge they need through videos articles and contextual help
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Pass the baton when necessary identifying requests that exceed N1 and transmitting them to the right people including N2 CSM and tech teams
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Have direct impact on customer satisfaction as your daily driver never leave a client unhappy and exchange proactively
Continuous Improvement – 30 percent
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Enrich our knowledge base by identifying frequent questions and participating in creating or updating help articles for clients
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Propose improvements by sharing ideas during team meetings to enhance our standard responses processes or customer experience
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Build expertise on the product by continuously training on Boond features including participation in monthly product coffee sessions
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Contribute to improving our AI James by flagging automatic responses to correct and helping make them more relevant
Technical Stack
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Intercom for ticketing
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AI Gemini
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Boond platform
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Zoom
Your Onboarding Journey
1 Month Immersion
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Discover Boonders and our rituals including Boondcafés seminars and buddy system
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Immerse in BoondGame to understand our product
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First steps on support in observation mode
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Get hands on with Intercom
3 Months Skill Building
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Master Intercom and incoming request processing
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Understand and apply escalation rules and internal processes
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First improvement proposal for content standard response or process
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Autonomy on simple N1 tickets approximately 40 to 50 percent of incoming requests
6 Months Autonomy
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Complete autonomy on managing N1 requests including escalation process and research before asking for help
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Ability to prioritize VIP clients blocking issues and identify general incidents
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Proactive on responses content and customer journeys
12 Months Reference
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Recognized as reference on N1 scope and response quality
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Contribute to overall AI performance
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Actively contribute to service structuring including processes content and best practices
Who You Are
Required Qualifications
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Prior experience in customer relations within a demanding SaaS environment including dispute management
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Excellent oral and written communication skills in French
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C1 level English required due to international clients
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Resilience and composure remaining calm with frustrated customers and managing peak activity periods without losing quality
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Proactivity with a Sherlock Holmes mentality searching for things yourself asking the right questions and proposing solutions
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Comfortable with digital tools ideally Intercom Zendesk or Freshdesk
Big Pluses
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Knowledge of IT services companies
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Experience handling complex situations or disputes
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Spanish language skills as we go international
What We Offer
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Salary between €28,000 and €32,000
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Working hours 9am to 12pm and 2pm to 6pm no on call duty
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100 percent remote work in mainland France
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Permanent full time position
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3 seminars per year to connect and have fun
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9 additional days of paid vacation
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Alan family health insurance at no extra cost for your family
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€110 net teleworking allowance in addition to salary
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Monthly €200 budget for coworking space of your choice
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Wellness rituals including meditation fitness and yoga
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Company savings plan with 300 percent return
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Macbook 2 monitors headphones and equipment provided
Location This position is fully remote within mainland France only
Ready to join a fast growing SaaS company and transform customer support
If you are a customer care professional with SaaS experience fluency in French and English and a proactive mindset we want to hear from you