CareOps

Primo has been live for over 3 years and is already trusted by 300+ companies across Europe, UK, and the US.

Our customers don’t just use Primo - they rely on it to run critical IT workflows every single day. Onboarding, offboarding, device management, licence tracking. This isn’t a “nice-to-have” tool; it’s infrastructure.

The Customer Support is the cornerstone of customer relations and operational performance at Primo. At the intersection between customers, our partners (wholesalers, BPO, carriers), and internal teams (Product, Tech, Ops), this person ensures that every order and every interaction with Primo is smooth, human, and seamless.

We are based in Paris and work in a hybrid way. For this role, we’re looking for someone who lives in or around Paris and is happy to come to the office regularly to work closely with the Care & Success team.

As a Customer Support , you are responsible for ensuring the highest level of support to hundreds of companies across Europe, UK, and US - and for the smooth processing of our customers’ orders through our Global Procurement offering.

Your day-to-day will look like this:

• Lead Global Procurement operations:

  • Manage deliveries and logistical issues: order tracking, delivery errors, communications with customers and carriers.

  • Coordinate our operational processes to ensure customers receive their products on time, in collaboration with our suppliers, the BPO team and customers.

  • Help improve the operational processes of our Global Procurement offering to enable customer satisfaction.

• Handle platform customer support (L1 & L2):

  • Respond to and manage customer requests about Primo platform.

  • Help structure customer satisfaction and support (HelpCenter, response automation, AI agent improvement, etc).

  • Be the customer’s voice internally: bridge the gap between customer feedback and Product/Tech team by escalating product pain points or necessary improvements.

You have experience in customer operations, customer support, or logistics - ideally in a SaaS or B2B environment.

You’re fluent in both French and English - your customers span France, Europe, and beyond.

You are rigorous and structured: you can manage multiple parallel threads (deliveries, tickets, escalations) without losing track of anything.

You are empathetic and customer-obsessed: you treat every customer interaction as an opportunity to build trust.

You don’t just execute processes - you want to improve them. When something is broken or missing, you fix it without being asked.

You push the boundaries of your job description. You’re not afraid to roll up your sleeves and figure things out.

You thrive in small, sharp teams with limited management layers and reporting overhead.

A technical background would be a real plus - Primo is a technical product and understanding IT workflows helps a lot.