[Hiring] Customer Support Representative @Somewhere

Role Description

As a Customer Support Representative, you’ll be the primary point of contact for our investors, founders, and fund managers - resolving their questions fast and with care, while working hand-in-hand with the Operations team who actively manage deals on the ground.

Your mission will revolve around two main pillars:

Key Responsibilities

• Ticket Management & CX
  • You’ll own the full lifecycle of customer support requests: Triage, prioritize, and resolve inbound tickets from investors, founders, and fund managers through our support platform (Front), ensuring fast first-response times and high resolution quality.
  • Handle a wide range of inquiries - from onboarding questions and KYC status to investment process explanations and account-related issues - with clarity and empathy.
  • Identify recurring pain points and surface them to the Product and Ops teams to continuously improve the user experience.
  • Maintain and update support documentation, FAQs, and macros to empower users to self-serve and scale our agentic provider Parahelp.
• Collaboration with Operations
  • You’ll act as the bridge between our users and the Ops team managing live deals:
  • Work closely with Operations Associates to escalate and resolve complex tickets that require deal-specific or compliance-related input.
  • Coordinate with the Ops team to communicate deal updates, timelines, and status changes to investors in a clear and timely manner.
  • Flag anomalies and blockers spotted in the ticket queue that may impact deal execution or investor satisfaction.

It’s a high-impact, client-facing freelance role where you’ll interact directly with top-tier European founders and investors from 60+ nationalities — including several billionaires.

The challenges

• High volume & fast SLAs : investors expect rapid, high-quality responses — especially during active deal periods.
• High expectations : top-tier founders and investors with very demanding standards.
• Complexity : highly regulated, multi-stakeholder environment requiring a solid grasp of investment processes.
• Multitasking : managing a busy ticket queue while staying aligned with multiple Ops counterparts across concurrent deals.

Qualifications

• 3-4 years in a customer support, CX, or client success role - ideally in fintech, legal tech, or a high-growth startup environment.
• Fluent in French and English (written and spoken) - both are used daily with our user base.
• Hands-on experience with support tools such as Intercom, Zendesk, Front, or similar platforms.
• Exceptional written communication: you write clear, warm, and concise messages - even on complex or sensitive topics.
• Deeply empathetic: you genuinely care about the user experience and take pride in leaving every interaction better than you found it.
• Autonomous and structured: you manage your own queue, set priorities, and don’t wait to be told what needs attention.
• Strong Ops collaborator: comfortable working in tight feedback loops with operations teams — you know when to escalate and how to do it efficiently.
• Detail-oriented: meticulous in your follow-ups and documentation, especially in a regulated environment.
• Curious about fintech & investing: a basic understanding of investment vehicles, KYC, or SPVs is a strong plus - or a genuine appetite to learn fast.