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Salary: EUR 35,000 - 40,000 / annual
Graneet is a SaaS platform that helps construction company leaders optimize operations, improve margins, and avoid financial failure through precise activity management. With over 1,000 customers and 40+ employees, the company is scaling in France and seeking a Customer Care Specialist to join the Customer Success team.
The Customer Success organization is structured into three pillars: Onboarding (client platform adoption), Customer Success (long-term relationship management, product adoption, churn prevention, growth opportunities), and Care (first-line support). You will join the Care team, reporting to Victoria, VP Customer Success, alongside three existing team members.
Key Responsibilities:
Ticket Management (80%): Handle incoming customer requests via phone and email with speed and accuracy. Prioritize and resolve tickets, including complex cases and escalations. Provide robust initial qualification and proactive communication on ticket progress. Develop deep product expertise and understand how clients use the platform for construction project management. Analyze situations with empathy and active listening to become a trusted client ally. Meticulously document all customer interactions to ensure service quality.
Product Feedback & Process Improvement (20%): Act as the voice of the customer, formalizing and escalating feedback to the product team. Maintain and enrich the knowledge base (FAQs, guides) and documentation. Demonstrate comfort with technical environments—read and interpret dashboards, track KPIs, and conduct initial diagnostics. Actively participate in CS team initiatives and propose improvements to streamline CSM/Care/Product interactions.
Required Profile:
2–4 years of Customer Care/Support experience in a SaaS environment, ideally B2B. Highly organized and rigorous; able to manage high ticket volumes without becoming overwhelmed. Strong operational discipline: prioritization, SLA adherence, attention to detail. Excellent written and oral French communication; ability to explain complex topics clearly. Values teamwork and takes ownership of issues through to resolution. Proactive problem-solver with good leadership instincts. Bonus: interest in process optimization and automation.
Onboarding & Growth:
You will receive a personalized 2-week onboarding via Notion covering company, industry, and customer challenges. As a Care Specialist, you'll benefit from progressive skill development and begin handling incoming customer requests by week 2. Annual performance reviews directly impact salary increases. Compensation is benchmarked annually via Figures to ensure you earn above 60% of market comparables.
