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Contentsquare is a global digital analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team – known as the CSquad – representing more than 70 nationalities across the world.
In 2022, we raised $600M in Series F funding and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
Please Note: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.
Reporting to one of our Customer Support Leads, you'll take care of hundreds of Hotjar users every week to ensure they get the reactive support they need to be successful using our product. You’ll also work on projects to evolve our customer experience, report insights back to our Product teams and keep our documentation updated as the tool evolves. You’ll be an enthusiastic problem solver, keen to keep going until the issue is solved. Your customer empathy will come through in your writing style and great tone of voice. You’ll be comfortable adapting quickly and openly to changes, and keen to always learn and apply these insights to your work - with failures an inevitable part of your experiments. We invest a lot in developing our support team, so this is a great opportunity for someone who loves helping people and is looking to further their career in a customer-facing role. You will: * Support our customers through Zendesk * Troubleshoot customer websites using our available tool suite, which includes (but is not limited to): * Developer Tools * Our internal debugging plugin * Datadog * Update our internal knowledge base on Guru and contribute to department initiatives around knowledge sharing * Help quickly spot customer experience patterns and escalate them as appropriate. Some examples are: * Bug tracking * Feature request logging * Help shape internal processes that directly impact engagement and improve our response times * Collaborate with other departments including Product, Legal, Marketing and Customer Success * Collaborate with a cross-departmental team to plan and execute projects including, but not limited to: * Writing articles on our Help Center * Assisting with Zendesk macros and general maintenance of our instance * Creating and supporting our existing workflows and automations in Slack, Zapier, and other tools * Contributing to larger projects that support our vision and the pillars of our department Job Requirements: * * Excellent tone of voice and communication skills. You must be fluent and eloquent in written and spoken English (other languages are a bonus!). * Mid to high proficiency with HTML and CSS and, optionally, Javascript. This includes being able to troubleshoot HTML and CSS issues in web browser-based developer tools. * Knack for taking technical language and making it understandable for the general public. * Experience in a customer-facing role or a troubleshooting environment. * An intense intellectual curiosity and an eagerness to share knowledge with others. * Natural at problem-solving - with a huge range of customers using a complex product, it’s a crucial part of the job. * Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar’s company values [https://hotjar.atlassian.net/wiki/spaces/REC/pages/269942884/Hotjar+Core+Values], culture [https://careers.hotjar.com/] and ways of working [https://hotjar.atlassian.net/wiki/spaces/REC/pages/269779142/Working+at+Hotjar]. * Must submit to a background check confidentially processed by our third-party.
Why you should join Contentsquare:
▪️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.
▪️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits.
▪️ We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.
▪️ Our clients, partners and investors love our industry-leading product.
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are a few we want to highlight:
▪️ Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year.
▪️ Work flexibility: hybrid and remote work policies.
▪️ Generous paid time-off policy (every location is different).
▪️ Immediate eligibility for birthing and non-birthing parental leave.
▪️ Wellbeing allowance.
▪️ Home Office Allowance.
▪️ A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours.
▪️ Every full-time employee receives stock options, allowing them to share in the company’s success.
▪️ We offer many benefits in various countries -- ask your recruiter for more information.
We are a 2024 Circle Back Initiative Employer – we commit to responding to every applicant
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, gender expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
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