French-Speaking Customer Support Representative

2 days ago

Athens Metropolitan Area, Greece Dragon Rooster Full time €25,000 - €40,000 per year

Job Title:
French Customer Support RepresentativeClient Overview

Our client is a leading global company in the health-tech sector, offering a premium wearable and app-based performance coaching platform. Their innovative device uses physiological data to help users optimize training, recovery, and sleep. Members access insights and personalized recommendations through a dedicated mobile app and device membership model. The device can be worn in multiple locations on the body and works seamlessly without GPS or power meter integrations.

Role Overview

As a
French-speaking Customer Support Representative (Tier 2)
, you will support members via phone, email, and chat across a wide range of topics, ensuring an exceptional experience and timely resolution. You will troubleshoot issues related to hardware, software, analytics, membership services, and orders, while explaining technical concepts in simple, friendly, and clear language.

You will work in a dynamic, tech-driven environment and use various internal and external systems to assist members. This role may also extend to social media support channels.

Key Responsibilities

  • Provide Tier 2 customer support to French-speaking members via phone, email, and chat
  • Handle requests related to:
  • Hardware and device performance
  • Mobile app and analytics support
  • Membership and account queries
  • Orders, shipping, and refunds
  • Troubleshoot technical issues and guide users step-by-step
  • Investigate and resolve discrepancies in physiological data readings (e.g., heart rate)
  • Communicate clearly and concisely in both French and English
  • Maintain accurate member documentation and case notes
  • Work with multiple internal tools and systems (20+ platforms)
  • Meet performance KPI's including issue resolution time, CSAT, QA score & SLA compliance
  • Adapt to new support channels, including potential social media integration

Common Member Requests

  • Heart rate or data accuracy concerns
  • Order delays or tracking issues
  • Membership cancellation or billing questions
  • Damaged or malfunctioning device reports
  • Battery or charging issues
  • Refund status follow-ups

Requirements

  • French:
    C2 level or native
  • English:
    B2 level or above (training & internal communication)
  • Previous customer support experience preferred; technical support or troubleshooting experience is a plus
  • Strong written communication skills
  • Good PC literacy (MS Office, web tools, multi-system navigation)
  • Typing speed ≥ 25 WPM with ≥ 85% accuracy
  • Ability to multitask and work in a fast-paced environment
  • Familiarity with wearable tech & fitness trackers valued

Work Environment

  • Full-time role with small team environment
  • Two shift options:
  • 10:00 – 18:00
  • 13:00 – 21:00
  • 15-day nesting period + ~3-month learning curve

Benefits

  • Full training provided
  • Access to premium wearable fitness technology
  • Free device and premium membership upon successful training completion
  • Opportunity to grow in a fast-scaling tech environment

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