Product Support Specialist presso Upflow

About Upflow

Upflow provides cutting-edge cash collection technology to help B2B companies get paid faster and simpler.

We are a product-led SaaS startup, launched in 2018 and trusted by hundreds of companies across the US and EMEA, including Lattice, ProductBoard, Instawork and more. We're also backed by leading investors (YCombinator, Hexa, Hedosophia) and top business angels from N26, Square, Mercury, Uber, and NetSuite.

This is a fantastic opportunity to work and learn in a fast-growing fintech environment with an international focus.

For more information about our company and our team, visit our careers page at www.upflow.io/careers

About the Role

We're seeking a Product Support Specialist to join our team.

In this role, you will provide direct support to our users, helping them maximize the potential of Upflow. You will collaborate with the customer and internal teams to ensure the most efficient resolution while delivering the best possible customer experience.

As part of the product team, you will report to Jean-Malo.

This role is based in Paris.

You will:

• Provide white-glove, dedicated support to our customers to resolve their issues and ensure their satisfaction

• Collaborate on the creation and maintenance of customer-facing documentation, enhancing self-service support options for customers

• Act as a bridge between customers and Upflow’s engineering team by reproducing issues and driving resolution through detailed bug reports

• Collaborate cross-functionally with Customer Success, Sales, Product, and Engineering to develop proactive solutions that enhance the customer experience and resolve technical challenges

About you

Must have

• Excellent written and verbal communication (French & English Required)

• Profound empathy and care for people

• Ability to figure things out on your own and work autonomously

Should have

• 2+ years of experience using ticketing systems (e.g., Zendesk)

• 2+ years of experience in Finance & Startups

Why join us?

• International mindset: We have offices in Paris and New York.

• Flexible working: On-site job in Paris in a hybrid office culture.

• All-star team: Excellent team with deep functional and domain expertise.

• Learning opportunity: Strong focus on learning and growing through education and professional development in hard and soft skills.

• Trusting environment: Hands-off management style. We have a strong culture of ownership and autonomy.

• Best in-class perks: Meal vouchers, welcoming offices, top-of-the-range equipment.

• Offsites: Regular offsites with the team, meetups, and strong connections to the startup ecosystem.

Recruitment process

1 - Screening call with Francesca, our People Admin Manager

Francesca will take a first call with you to discuss what you enjoy and what you’re looking for in applying to this role. Come with questions, we’d love to help you see yourself working at Upflow!

2 - Home assignment

Your time to shine! You’ll be given a home assignment. Yes, it is designed to assess your skills. But it’s also designed to give you a better taste of what being part of Upflow is like. Again, hiring is a two-way street!

3 - Home assignment review with your future manager, Jean-Malo & Team interview

Jean-Malo (Product director and your future manager) and another person from the team will debrief your case with you. Hiring managers at Upflow are looking for team players: taking and giving feedback is key to thriving with us!

4 - Team interview

You’ll meet other members of the team with whom you will work. It will give you a good understanding of our company culture and the people you will be spending your days with.

5 - Founder interview

Meet with Alex, our co-founder & CEO. He will tell you everything about Upflow’s vision and values. It’s a privileged moment to ask questions, too.

At Upflow, we are committed to building a diverse and inclusive workplace. We encourage all individuals to apply, even if you don’t meet every qualification. Research shows that some candidates may hesitate to apply unless they meet every requirement. However, we believe that a variety of experiences and perspectives can bring value beyond the listed qualifications. If you’re excited about what we do and feel you could contribute, we want to hear from you.