At a Glance
- Tasks: Support customers with queries via email, phone, and chat, ensuring a personal touch.
- Company: Join Aura, a fast-growing tech company focused on connecting people through innovative photo-sharing solutions.
- Benefits: Enjoy competitive salary, stock options, wellness allowance, and 25 days holiday.
- Other info: Remote role with opportunities for growth and collaboration in a diverse team.
- Why this job: Make a real impact by enhancing customer experiences and solving problems creatively.
- Qualifications: Fluent in French, Dutch, and English with customer support experience.
The predicted salary is between 30000 - 40000 € per year.
Aura connects people around the world through a brilliant photo-sharing experience. Aura’s easy-to-use mobile app (iOS and Android) and beautifully designed WiFi-connected digital photo frames provide an effortless, private, and secure way to share photos with family and friends globally. Since launching in 2016, Aura has experienced significant growth and recognition, including being named one of Oprah’s Favourite Things. Aura products are available across the US, Canada, UK, France, Mexico, and Germany via our website and major retailers.
Founded by two early Twitter engineers, Aura began as a software company focused on connection and joy. Today, we deliver a seamless experience combining mobile and backend software with premium and beautiful consumer electronics. We unlock the meaningful photos stored on smartphones and bring them to life. Innovation and technology drive everything we do, always with the goal of bringing families and friends closer together. Our global team is based in NYC, San Francisco, Shenzhen, and remotely across the world.
As a French / Dutch / English Customer Experience Specialist, you will support customers via email, phone, and chat, delivering a high-quality, human-first experience, making them feel like family. You will handle a full range of customer queries in a solution-focused, customer-centric way, including:
- Pre-sales product enquiries
- Order support and tracking
- Explaining product features and usability
- App, frame, and WiFi troubleshooting
- Warranty support and returns
You will also work with your team members and other departments to represent the voice of our customers (VoC) and to continuously improve our processes and products. Collaborate with Product, Engineering, and Operations to improve customer experience and reduce friction points.
Our customers are individuals with individual needs, not numbers or ‘support tickets’. This role is ideal for someone who:
- Enjoys problem-solving and communicating with customers
- Treats customers as individuals, not tickets
- Thrives in a fast-paced, evolving startup environment
- Has a technical and analytical mindset
- Is motivated by customer satisfaction scores (CSAT performance)
- Is proactive in improving processes, tools, and documentation
You should be comfortable troubleshooting across apps, mobile devices, WiFi/router setups, and hardware products. This is a remote UK-based role, with quarterly in-person team meetings.
KEY REQUIREMENTS (ESSENTIAL SKILLS)
- Fluent in French, Dutch, and English (written & spoken)
- 1+ year customer support experience (email/chat/phone environment)
- Experience with Zendesk or similar CRM tools
- Strong communication and empathy skills
- Technical aptitude (iOS / Android apps, connectivity troubleshooting)
- High attention to detail and problem-solving ability
- Comfortable learning new tools, systems, and technologies quickly
- Flexibility to work 2–5 weekends during peak periods
BONUS SKILLS (DESIRABLE)
- Help centre / knowledge base content creation (FAQs, guides)
- Translation, localisation, or multilingual content workflows
- Experience using AI tools in customer support (automation, macros, chatbots)
- Order support and fulfilment experience
At Aura, we believe in creating a great work environment so you are set up to succeed in your job and do the best work of your career.
- Work for a company that genuinely cares about customers and employees
- Build something that has purpose and makes a real difference
- Have an impact and take on new responsibilities as you grow
- Competitive salary, stock options and benefits (such as wifi expenses and fitness/wellness allowance)
- Flexibility to work from home
- 25 days holiday + 8 UK public holidays
Your first 30 days:
- Complete onboarding and build basic product and process knowledge
- Have regular calls with your team to build strong relationships
- Begin handling customer scenarios alongside experienced CES team members
Your first 90 days:
- Master troubleshooting and Standard Operating Procedures (SOPs)
- Independently handle around 90% of customer contacts
- Meet CSAT targets
- Opportunity to already contribute to side projects such as help center optimization, localization, and AI-driven support
Push the boundaries, and make even more of a difference. Use your skills and strengths to find your own responsibility or project. Help shape the future of customer experience at Aura.
EU French & English Customer Experience Specialist employer: Aura
Aura is an exceptional employer that prioritises a supportive and innovative work culture, allowing employees to thrive in a fast-paced startup environment. With a commitment to employee growth, competitive salaries, and unique benefits such as wellness allowances and stock options, Aura empowers its team to make a meaningful impact while enjoying the flexibility of remote work. Join us in shaping the future of customer experience and be part of a company that genuinely cares about both its customers and its employees.
StudySmarter Expert Advice🤫
We think this is how you could land EU French & English Customer Experience Specialist
✨Tip Number 1
Get to know Aura's products inside out! Familiarise yourself with the app, digital frames, and common customer queries. This way, when you chat with potential employers, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Whether it's through mock interviews or chatting with friends, being able to express yourself clearly and empathetically is key in customer experience roles. Remember, it’s all about making customers feel valued.
✨Tip Number 3
Don’t shy away from showcasing your problem-solving skills. Think of examples where you've turned a tricky situation into a positive outcome. Employers love to see how you handle challenges, especially in a fast-paced environment like Aura.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of the Aura family. Let’s get you that job!
We think you need these skills to ace EU French & English Customer Experience Specialist
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for customer experience and how you connect with people.
Tailor Your Application:Make sure to customise your application for the role. Highlight your relevant experience in customer support and any technical skills that match what we’re looking for. This shows us you’ve done your homework!
Be Clear and Concise:Keep your application clear and to the point. Use simple language and avoid jargon. We appreciate straightforward communication, just like how we interact with our customers!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Aura
✨Know the Product Inside Out
Before your interview, make sure you’re familiar with Aura’s products and services. Understand how the photo-sharing experience works and be ready to discuss features and troubleshooting methods. This will show your genuine interest and help you answer customer queries effectively.
✨Showcase Your Communication Skills
As a Customer Experience Specialist, communication is key. Practice articulating your thoughts clearly and empathetically. You might even want to role-play common customer scenarios with a friend to get comfortable with handling different types of inquiries.
✨Demonstrate Problem-Solving Abilities
Prepare examples from your past experiences where you successfully resolved customer issues. Highlight your analytical mindset and technical aptitude, especially regarding app and connectivity troubleshooting. This will illustrate your capability to handle the role's challenges.
✨Emphasise Your Team Spirit
Aura values collaboration, so be ready to discuss how you’ve worked with others in previous roles. Share instances where you contributed to team projects or helped improve processes. This will show that you’re not just focused on individual success but also on enhancing the overall customer experience.
