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Customer Support Specialist (French speaking)



Customer Service
London, UK
Posted on Thursday, April 4, 2024

‘1 in 3 fish harvested from our oceans never make it onto a plate. We want to fix that!’

🔭 Our vision

At Rooser, we’re on a mission to eliminate the world’s seafood waste. For us, this means creating transparency and certainty in what is an incredibly tough industry.

We’re building the world’s first seafood trading platform dedicated to connecting seafood processors with wholesalers.

We want to eradicate the fragmented processes and volatility that plague the industry & get seafood flowing more efficiently through the supply chain. As a perishable product, increased speed means longer shelf life and, ultimately, less waste.

Sounds simple, but this is no small feat.

That’s why we’re looking for the most talented and passionate people to join us on our mission and help turn this vision into reality.

With backing from Index Ventures (Etsy, Farfetch and Just Eat), Google Ventures (Uber, Stripe, StockX) and Point Nine Capital (Zendesk, DeliveryHero, Revolut), we’re not alone in believing in this vision.

🏅 What we value

Rooser was founded on the idea that we should leave the planet in a better way than it was given to us. We want to work with people who have the same values we do.

  • ⚓️ Leave your ego in the harbour - a high-performance crew functions on passion, not egos.

  • ✊ Respect your crew mates - customers, crew mates and co-investors, you need each other, act like it.

  • 🛳 You’re the skipper - we all own a part of Rooser and act like it.

  • 🐟 Relentless like a salmon - we’re ready to swim against the current, focus on the goal and get it done.

Candidate Hub

  • For more information about our mission, values and interview processes, head over to our ➡️ Candidate Hub.

🧭 The Role Mission

We pride ourselves on listening to our users and doing everything we can to solve their problems. It’s our duty to ensure our buyers always find the right product at the right time, price, and quality. As a member of our Support team, you'll represent the customer's voice across the company. As your knowledge and experience grow, you’ll have opportunities to help inform our product roadmap to ensure we continue to build the things seafood experts want.

🚢 Your key responsibilities

  • Being the first point of contact for all customer queries to Rooser via Phone, Email, WhatsApp and Live Chat

  • Investigating and resolving customer queries swiftly and to the highest standard.

  • Working with our internal teams to provide feedback on customer insights to help drive improvements throughout Rooser

  • Helping our customers get started with Rooser through training and dedicated support to help guide them throughout their journey.

  • Creating and updating our online help documentation and videos so our users can resolve their issues as quickly as possible.

🎣 This role will be a great catch for you if…

  • You're good at solving customer problems and exceeding their expectations to deliver great service.

  • You're a great listener and communicator - fluency in both English and French is a must!

  • You're excited to represent Rooser and handle customer questions efficiently and professionally.

  • You enjoy working in a team environment and collaborating with others to face challenges and drive new ideas.

  • You're motivated by learning new things and constantly improving, whether that be the systems (e.g. Zendesk) or the methods we use to serve customers.

  • You’re a fan of early mornings and coming to the office!

🦐 This role won’t be a great catch for you if…

  • The thought of joining an early-stage business that constantly changes puts you off. You may prefer working in larger, more structured teams.

  • You want a fully remote role and early mornings are not your thing!

  • You prefer a role that relies more heavily on individual work rather than collaboration with your colleagues across the business.

🧁 What’s in it for you?

Aside from playing a crucial role in our mission to eliminate the world’s seafood waste, you’ll get…

  • Stock options that give you a share in the future success of Rooser.

  • Benefits package that includes access to private health insurance, income protection, life insurance and employee assistance programmes.

  • Flexible working that provides a combination of remote working and face-to-face collaboration in our modern office spaces.

  • Work away opportunities for up to 30 days per year.