Customer Support Representative
LemlistPosted 4/9/2025
Customer Support Representative
Lemlist
Job Location
Job Summary
At lempire, we're a passionate team on a mission to help individuals and businesses grow. As a Customer Support Representative for lemlist, lemwarm, and lemcal, you'll be in charge of educating and helping users succeed over tickets. Your goal is to achieve 98%+ customer satisfaction while working with the Head of Customer Excellence and collaborating with the dev, sales, and marketing team. You'll have complete freedom to be creative, learn, and develop your skills. With flexibility, 25 days of vacation, a laptop, and tools, you'll thrive in our hybrid work environment. We value community, growth, and customer satisfaction. Join us as we keep growing!
Job Description
About us 👇🏼
At lempire, we're a passionate team on a mission to help individuals and businesses grow.
As a B2B SaaS company, valued at $150 million, we offer an array of products:
🔵 lemlist: our platform designed to assist people in personalising their outreach and securing more meetings with leads.
🟠 lemwarm: our premier deliverability tool on the market that assists users in keeping their emails out of the spam folder.
🔴 lemcal: our scheduling tool complete with personalised booking page to arrange meetings 2X faster.
🟣 Taplio & Tweet Hunter: our tools aimed at building strong personal brands on LinkedIn & Twitter.
At lempire, we also believe in fostering a sense of community. We achieve this by bringing like-minded people together through our online community and onsite events.
Additionally, we provide free online learning resources, all with the goal of helping our audiences grow their businesses exponentially faster.
Our mantra: Keep growing! We live by it each and every day.
Job description
As Customer Support Representative for lemlist, lemwarm and lemcal, you’ll be in charge of educating and helping users succeed, mostly over tickets.
In your new role, you are expected to:
→ help us retain our current users
→ make their experience the best possible so they can refer us
→ upsell when you target the need
→ make sure the voice of the user is heard.
Your unique focus is answering tickets created by users via live chat. You can also call users, to make their experience warmer and better take care of their needs. You will have complete freedom and an environment where you can be creative, learn, and develop your skills. Your goal would be to achieve 98%+ customer satisfaction.
In our weekly reports, we also include the number of calls with users, upsells, and direct sales. Happy news - as long as you show care and devotion towards users, these numbers will all be hit easily.
You will work with the Head of Customer Excellence as your direct manager and in correlation with the dev, sales, and marketing team.
Here how your first weeks will look like:
Phase 1: week #1 (onboarding)
Knowledge base - have a walk through our FAQ
Get to know all the tools customer support uses
Create 3 campaigns on your own account and test lemlist by yourself in depth
Phase 2: week #2 to week #5 (testing field)
You will be assigned easy tickets
Get familiar with rules and strategies for ticket handling
Everyday review of tickets handled with the Head of CS
Phase 3: week #6 to week #8 (upsell and retention focus)
Start with difficult tickets and more tech-oriented
Have a call with 10 potential upsells per week minimum
Have a call with 10 potential churns per week minimum
Phase 4: week #8 to week #12 (spreading skills)
Get one side project based on your potential and interest shown
Get a portion of the FAQ with deadlines to level up
Phase 5: week #12 to week #16 (skills presentation)
Complete a feedback file based on your experience
Complete a feature request file based on your experience
Present a strategy of searching for users that are potential churn or upsell and create a doc of users to reach out to based on that
Must-have qualifications
Fluent in English
EU based (preferably Serbia)
2 years in customer support
What do we offer?
Flexibility - where you live and work is totally up to you. FYI, we have an office in Paris and a flat, if you enjoy life at the office
Vacations: 25 days per year
You get a laptop + tools and equipment you need for your job
Team building - We all get together once per year in really cool places around the world
Recruitment process
1) Business case
2) Interview with Ena (Head of Customer Support) and Victoire TAM
3) Interview with Oriane (Chief of Staff)
4) Reference check
5) Offer
