Customer Support & Knowledge Specialist MFMx

Trustpair stops vendor fraud before it happens. Were the automated vendor validation platform protecting 400 enterprise companies worldwide. Since 2017 finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks.

As vendor fraud grows more sophisticated we stay ahead by combining deep expertise in financial crime with cutting-edge technology. Our core product focuses on secure reliable vendor account validation to wipe out fraud and boost efficiency.

Internally teams across Trustpair use AI tools in their day-to-day work to automate repetitive tasks and unlock strategic insights that help us build and operate better. From day one youll be encouraged and trained to integrate these tools into your workflow in a practical hands-on way.

With offices in New York Paris London and Milan were a diverse team united by a bias for action. We ship fast learn from experiments and tackle problems that matter: protecting billions in payments for companies worldwide. If you want to see your work make an immediate impact in financial security Trustpair is built for you.

Learn more about how we use AI in our everyday work.

About the role

Were looking for a Customer Support & Knowledge Specialist to join our Customer Care team and reinforce the team as we this role youll support our customers globally in Europe and the U.S. by owning Level 1 support becoming a go-to functional product expert and driving product adoption through high-quality enablement content (Help Center videos webinars).

Youll report to Cyrille (COO) and work closely with our Customer Care team as well as Customer Success Operations PMM Business Ops (Product Knowledge) and Product teams.

Location: Open to hybrid remote with 2 days/month in our Paris office.

Compensation: 3848k OTE (depending on experience).

What youll do:

Customer Support Operations (50%)

• Master Trustpairs product and act as the go-to expert for simple to complex functional queries (how it works expected behavior service questions).

• Own Level 1 support: investigate clarify troubleshoot propose workarounds and escalate to Level 2 when needed.

• Deliver a premium customer experience across regions (Europe US) with crisp timely communication.

• Ensure Service Level Agreements are met: fast first responses proper follow-ups and smooth collaboration across teams.

Product Knowledge & User Training (30%)

• Build and maintain high-quality knowledge content (Help Center internal documentation) used by customers and Trustpair teams.

• Create scalable enablement assets (self-serve videos interactive materials) that help users adopt features with confidence.

• Run or co-run webinars focused on new/flagship features to drive adoption and reduce repetitive support requests.

Continuous Improvement & Automation (20%)

• Monitor and improve our AI-powered support automation (Intercom Fin AI) to handle Level 1 queries with high satisfaction.

• Surface structured customer insights and recurring pain points to help shape product improvements.

• Optimize customer care processes tools and workflows as the team and customer base scale.

Whats in it for you

• At Trustpair we see AI as a tool to save time sharpen focus and boost impact - whether youre already hands-on with AI or eager to learn youll join a team that values and encourages AI-driven ways of working.

• A central role in a small growing team with real ownership on product adoption company-wide.

• A job that mixes support enablement continuous improvement (no two days are identical in a good way).

• Work with modern tools: Intercom (Fin AI AI Copilot) Jira Productboard Forest Admin Metabase/Looker.

• A collaborative environment with a flat structure where everyones voice is heard.

• Trustpair is in scaling phase with career opportunities in France and internationally.

• Flexible remote policy (with 2 days/month in Paris).

• A talented team with senior colleagues you can learn and work with.

• Inclusive environment with cultural diversity and parity.

Why join Trustpair A list of our perks here!

Must-Haves

• 2 years in a customer-facing role (support customer care customer ops) in a SaaS / IT environment including Level 1 support ownership.

• Strong functional troubleshooting: you can break down a problem ask the right questions and move from symptoms root cause next best action.

• Experience with ticketing tools (Intercom and/or Jira is a plus).

• Proven ability to create clear engaging user-facing content (Help Center articles tutorials training materials videos/webinars).

• Fluent French and English (written spoken) comfortable liaising daily with stakeholders in both languages.

• Customer-first mindset: empathy calm under pressure and a lets fix this attitude.

• Autonomous proactive organized you prioritize well and keep quality high in a fast-paced environment.

Nice-to-Haves

• Experience in B2B and/or enterprise contexts.

• Comfort tracking and improving support metrics (e.g. CSAT first response time automation rate adoption indicators).

Recruitment Process

• First call with Morgan Talent Acquisition Specialist (30 min)

• Experience interview with Cyrille COO (1h)

• Case study interview with Clément (Customer Care Lead) & Cyrille (1h)

• Onsite Coffee fit with two members of the team (30 min)

• Onsite Cofounders interview with Alexandre (45 min)
  

Equal Opportunity Statement
Trustpairs policy is to provide equal employment opportunity in all of our employment practices without regard to race color religion sex national origin ancestry marital status protected veteran status age individuals with disabilities sexual orientation or gender identity or expression or any other legally protected category.
Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.