Linkfluence is hiring!


Linkfluence first started as a passion project between four students with an ambitious goal: to understand and “map” the social web. With backgrounds in engineering, artificial intelligence, and sociology, these founders soon realized the potential of this idea and launched a company in 2006 to fulfill this potential.

Today, Linkfluence is a leading social media intelligence company that turns social data into valuable insights for global brands. Our hybrid combination of AI and human expertise is what sets us apart from other social listening players in the industry.

We serve over 500 clients worldwide across all industries, from global brands like LVMH, Danone, Carrefour, AirFrance, Pernod Ricard, and agencies like Publicis and Havas.

Our team is young, diverse, and ambitious, and we’re growing rapidly. We have 220 people of over 20 different nationalities spread across our offices in Paris, London, San Francisco, New York, Düsseldorf, Shanghai, and Singapore. We are a multicultural organization, and are committed to a gender-balanced workforce.

If you’re passionate about staying on top of online trends, if your ambition is to help companies serve their customers, if you’re curious about what’s happening in the world and love to listen to others, and if you’re thrilled to be a part of shaping the future of social media intelligence, then we want to hear from you!

Job Description

We are looking for a talented and passionate person to contribute to Customer Satisfaction, to manage Customer Support Projects with Software Empowerment Specialist and Engineering team!

*Client Support & Satisfaction : *

  • Provide support and technical assistance to our customers according to SLA
  • Categorize tickets, answer requests and troubleshoot issues
  • Escalate and prioritize bugs with Engineering team
  • Provide regular communication with users regarding the status of their requests
  • Managing rush moments and urgent requests by prioritizing tasks
  • Support QoS-related client communication (i.e. platform interruption)

*Internal responsibilities: *

  • Define Customer support processes and monitor performance on a regular basis
  • Define SLO (Service Level Objectives) according to Client SLA (Service Level Agreement)
  • Build and manage Customer Support team
  • Be the voice of our customers: raise their concerns or new feature request/feedback to Product and Engineering teams
  • Be proactive in optimizing and structuring Zendesk workflow
  • Build internal weekly KPI reports
  • Update/create content for our internal knowledge base and our help center (article, videos,…)
  • Share best practice in customer support with team members
  • Take initiatives in proposing new ideas to improve efficiency and quality of our support service
  • Mentoring the Customer Support Specialist

Preferred Experience

  • 3 years in Client Service or customer support experience
  • Have a first significant experience in similar position in a software editor company
  • Experience working with developers/engineers and QA teams
  • Technical background or have strong interest in Techs
  • Problem solving mindset
  • Strong communication skills, both written and verbal
  • Strong listening and analyzing skills to process requests efficiently.
  • Ability to prioritize responses to customer requests to ensure customer satisfaction
  • Autonomous, flexible and like working in a team.
  • Rigorous, resilient and professional
  • Strong empathy, both with the team and clients
  • Have a good command of Zendesk or equivalent, Jira is a must
  • Basic knowledge HTTP / REST API / Browser Developer tools is a plus
  • Knowledge of FullStory is a plus
  • Fluent in English and French

Why should you join the team and take on the mission?

As a social media intelligence company, social media and technology are our future. We’re committed to innovation and work hard to stay ahead of digital and social trends.

We’re passionate about giving a voice to consumers by helping brands to understand online conversations and exchanges, and by providing the human expertise necessary to respond to these exchanges. We believe helping businesses around the world to better understand each other can only lead to good outcomes.

As a growing company, we combine a startup mindset with the resources necessary to commit to exciting new initiatives. We have a proven track record of success and funding and work with global brands with significant influence and market presence.

At Linkfluence, everyone has an opportunity to make a difference. We believe in hiring motivated individuals with passion and talent, and we listen to our employees when making company-wide decisions.

Our Paris office is situated in the heart of Paris, 9th arrondissement (South Pigalle), which means we’re well-connected with 4 different metro lines and surrounded by fantastic restaurants and bars!

If you’ve read this far, you should probably apply!

We’re already looking forward to knowing more about you!

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75009)
  • Experience: > 3 years