User Care Expert

About Mistral 

- At Mistral AI, we are a tight-knit, nimble team dedicated to bringing our cutting-edge AI technology to the world. Our mission is to make AI ubiquitous and open. 

- We are creative, low-ego, team-spirited, and have been passionate about AI for years. We hire people that foster in competitive environments, because they find them more fun to work in. We hire passionate women and men from all over the world.

- Our teams are distributed between France, UK and USA

Role Summary 

- We are seeking an experienced User Care Expert to join our Tech team.

- They will drive customer satisfaction by efficiently resolving complex support issues, improving knowledge resources, and advocating for customer needs across technical teams.

- The role reports into our Head of Engineering.

- The role is Paris based.

Key Responsibilities 

- Handle Level 2 Support: Manage complex customer issues on Intercom, including billing, rate limits, and compromised accounts,

- Ticket Escalation: Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution),

- Knowledge Base Management: Build and update FAQs and knowledge resources to empower customer self-service,

- Customer Communication: Provide clear, friendly, and proactive responses; follow up as needed,

- Process Optimization: Work with bot and human support to streamline responses and reduce ticket volume,

- Customer Focus: Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users.

Qualifications & profile 

- Bachelor’s degree or equivalent in Business, Communications, or related field

- Previous experience in technical customer support roles

- Proven track record of resolving complex customer issues

- Experience working with cross-functional teams (e.g., engineering, finance)

- Proficient in customer support platforms (e.g., Intercom, Zendesk)

- Experience with knowledge base management and FAQ creation

- Familiarity with Tech products and common industry issues

- Strong written and verbal communication skills in English

- Excellent problem-solving abilities

- Customer-centric mindset with a focus on empathy and proactive service

Recruitment process 

- Talent Acquisition Screen (45 min)

- Hiring Manager (30 min)

- Live Test (45 min)

- Value talk / Culture fit (30 min)

Benefits 

- Competitive cash salary and equity (BSPCE)

- Food : Daily lunch vouchers 

- Sport : Monthly contribution to a Gympass subscription 

- Transportation : Monthly contribution to a mobility pass 

- Health : Full health insurance for you and your family 

- Parental : Generous parental leave policy 

- Visa sponsorship