Expert Customer Service & Client Delivery H/F

Job title:

Expert Customer Service & Client Delivery H/F

Company:

Skaleet

Job description

[SKALEET]Skaleet is a dynamic and fast-growing tech company specializing in Core Banking Solutions. We help financial institutions in 15 countries to innovate, scale, and deliver superior banking experiences to millions of end-customers.At Skaleet, we thrive on collaboration, creativity, and a shared passion for redefining the future of banking.Join us in our journey to transform the financial industry!We are constantly looking for talented individuals to help us continue developing our solution and achieve our goals: supporting financial institutions in their innovation journey.[Job Description]💡ContextAs a Expert Customer Service & Client Delivery, you will join the Customer Service team, and will report directly to Audrey, Support Director.You are responsible for the proper functioning of services delivered to clients, responsiveness in case of incidents, and maintaining a high level of satisfaction.Your mission lies between technical tasks, communication, and continuous improvement.👉Your future missionsClient Relationship and Service Management

• Ensure regular operational follow-up with clients to review requests, incidents, and evolutions.
• Act as the main technical point of contact, understand business needs, and coordinate internal responses.
• Produce and lead service reviews and ensure client communication in case of commitment breaches.
• Identify new opportunities for optimization or improvement of the delivered service.

Advances Technical Support

• Handle complex requests and incidents not resolved by level 1.
• Support level 1 teams in troubleshooting and skill development.
• Collaborate with Software Factory teams to resolve technical issues.
• Document solutions, enrich the knowledge base, and write incident reports.

Service Quality and Continuous Improvement

• Monitor alerts from monitoring tools (Kibana, 247, etc.) and implement corrective or preventive actions.
• Be proactive in improving support processes, client follow-up, and incident management.
• Participate in operational risk management and in the implementation of continuity or contingency plans.

[Desired Profile]✨ You are a great match if :

• Education: Master’s degree from an engineering school or IT/Networks (Bac+5)
• 2 to 5 years of proven experience in a technical role focused on customer support or delivery, ideally in a SaaS or banking environment.
• Languages: Fluency in French and English, both written and spoken.
• Interpersonal Skills: Strong service mindset, rigor, autonomy, team spirit, and ability to prioritize under pressure.
• Familiar with ITIL standards and high availability service SLA management.
• Good command of support and monitoring tools: Jira, Kibana, etc.
• You thrive on challenges, have an entrepreneurial mindset, and enjoy the energy of scale-ups.

🚀 About your future manager[ ]Audrey est arrivée chez Skaleet en 2008, à l’époque en tant qu’Ingénieur en développement logiciels puis a évoluée en tant que Responsable Support Qualité puis Directrice du support. Elle a eu la chance de suivre l’évoluer du produit et de l’entreprise ce qui fait d’elle une des personnes qui connait le mieux entreprise !🎉 The benefits of joining Skaleet

• 25 days of paid vacation and 12 additional days off (RTT) per year.

• The perfect health insurance : Alan Blue 🦭
• Lunch Matters: We provide a Swile card to cover your meals on workdays and Skaleet offers the meal for everyone in the office on Thursdays🥪
• An entrepreneurial mindset and strong team spirit
• Beautiful brand-new offices located in Boulogne-Billancourt, right next to Metro Line 10. 🏢

[Recruitment Process]

• A first video call with Maxime from the HR team to get to know each other and tell you more about Skaleet, our company culture & values (30’).
• A technical interview with Audrey, Support Director, and Alexis, VP Customer Service to dive deeper into the specifics of the role (60’).
• An interview with Matthieu, Chief Customer Officer (60′).
• A final meeting at our offices in Boulogne with Geoffroy, our Secretary General (60’).

We look forward to discovering your profile !Since our first core banking implementation in 2015, we have onboarded 30 customers successfully across 15 countries.Combining technology and banking experts, we serve traditional banks and disruptors with a strong entrepreurial mindset yet with high standards of institutional quality.Headquarted in Paris, we have a team of 120.

Expected salary

Location

Paris

Job date

Wed, 09 Apr 2025 02:50:36 GMT

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