User Care Specialist (H/F)

# User Care Specialist (H/F)* Paris* Full-Time## Job Description**Why we need you**As we continue to scale, the team needs to grow in order to provide the best care experience for our users spread all around the world.

As a **User Care Specialist**, your mission is to deliver an outstanding support experience to our users – operators, team leaders, and project managers on industrial sites – by ensuring they get fast, effective, and qualitative help when they need it.

You are a **key point of contact** between Fabriq and its users, helping them succeed in their daily use of the platform.**What you'll do****Deliver fast, high-quality support to our end-users**

• Respond to users efficiently, promptly, and clearly through the most appropriate communication channels (including chat, video calls, etc.).
• Guide users through functional questions, configuration issues, and troubleshooting.
• Escalate technical or complex issues to the appropriate team (User Care Engineers and ensure follow-up.**Collaborate actively with customer facing teams**
• Serve as an reference point for Implementation Project Managers and Customer Success Managers to deal with their customers' end-user issues.
• Share insights from support tickets to inform other customer facing team when necessary
• Work on the development and maintenance of a comprehensive self-service documentation library, including FAQs, tutorials, and troubleshooting guides, to provide customers with the resources they need to find answers independently.**Contribute to the improvement of support processes**
• Identify recurring pain points and collaborate with Product and Tech teams to help prioritize fixes or improvements.
• Suggest improvements in internal tools and processes to reduce manual tasks and improve efficiency.
• Participate in cross-functional projects to enhance user experience at scale.**When you'll work**You work may be split into two phases:
• Intercom shift phase from 8:30am to 1:00pm or from 1:30pm to 6:00pm
• Improvement project phase or 1:1 with customers## Preferred Experience**Requirements*** **Education & Experience** + 1–3 years of experience in customer support, user assistance, or a related role in a tech/Saa

S environment. + Experience working with B2B clients; experience with industrial or operational users is a plus. + Familiarity with support tools (e.g., Intercom, Zendesk, or equivalent) and knowledge bases. **Skills & Competencies** + **Customer-centric mindset** – you care about solving user problems with clarity, empathy, and efficiency. + **Excellent written and verbal communication skills** in both **French and English**. Italian and/or German is a plus. + **Problem-solving abilities** – you know how to investigate issues methodically and escalate when needed. + **Organized and process-oriented** – you’re proactive in improving workflows, documenting solutions, and standardizing best practices. + **Team player** – you collaborate easily with CSMs, Product Managers, and Developers. **Mindset & Values** + Curious and eager to learn about the product and user needs. + Strong appetite for **continuous improvement** – both in support delivery and product feedback. + Comfortable in a **fast-paced, evolving environment** where autonomy and initiative are valued.* **First round:*

• A 30-minutes screening call with Jules (User Care Manager)* **Second round :*
• A 1-hour business case with Jules* **Third round:*
• A 30-minutes interview with Beatrice (User Care Specialist)* **Fourth round:*
• A meeting with Octave or François, co-founder.* **Offer!**
• Contract Type: **Full-Time**
• Location: **Paris**
• Education Level: **Master's Degree**
• Experience: **> 2 years*** **Possible partial remote**

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