Customer Support Specialist

• Joining a company with a real purpose: healthy and innovative food.

• Salary in line with the market based on know-how and experience.

• A culture of collaboration, learning, and trust

• Flexible compensation with our partner Cobee.

• Top discounts on all Baïa products.

• Baïa Benefits program focused on your physical and mental well-being.

• Previous experience: At least 1-2 years of experience in customer service, Customer Support, or post-sales support roles in e-commerce or D2C environments.

• Metrics and Results Orientation: Familiarity with working under support KPIs (FRT, CSAT, Resolution Time, ticket volume/week).

• General capabilities: Customer orientation, high empathy, problem-solving, proactivity, and excellent written communication.

• Job-specific competencies:

  • Autonomy and asynchronous management: High capacity for self-organization, responsibility, and independent judgment to make decisions and resolve issues autonomously during remote weekend shifts.

  • Great agility to manage a high volume of tickets while maintaining quality and rigor in responses.

  • Adaptability to the changing pace of a growing e-commerce environment.

• Tools (Valuable): Regular use and handling of ticketing platforms for e-commerce (such as Zendesk, Gorgias, Freshdesk or similar) and e-commerce platforms (Shopify).

Guarantee an excellent and seamless customer experience, acting as the fundamental pillar in the resolution of tickets and post-sales incidents for our consumers. Your main objective will be to manage and resolve doubts, requests, and incidents in an agile, empathetic, and efficient manner to generate maximum satisfaction and trust, ensuring compliance with our quality standards and continuously optimizing customer service processes.

We are looking to hire a Customer Support Specialist for the Customer Excellence area, 100% focused on ticket resolution, support for Baïa Food's end consumers, and the constant improvement of the user experience.

• Ticket and Incident Resolution (90%): Agile reception, follow-up, and resolution of tickets regarding orders, shipments, deliveries, returns, incidents, or general doubts through our support channels.

• Analysis of Recurrent Issues and Support Insights (10%): Detect patterns or frequent incidents, escalating conclusions to propose improvements in FAQs, response templates, and workflows, contributing to the continuous optimization of the department

• Work model adapted to the position (2 days on-site + 3 days remote) - 40-hour weekly schedule from Wednesday to Sunday:

  • Wednesday and Thursday (On-site): From 9:00 to 18:30 (with 1 hour for lunch / 8.5 h/day).

  • Friday, Saturday, and Sunday (Remote): Friday and Saturday from 8:00 to 17:00 (with 1 h for lunch) and Sunday from 8:00 to 15:00 (intensive shift).