Bilingual Customer Support Specialist in London

Sweep is hiring a Customer Support Specialist to ensure the long-term success of our customers. At Sweep, our mission is to empower businesses to become Forever Companies - creating long-term value while reducing environmental impact and improving social performance. Climate change is the defining challenge of our time, and we believe that businesses can drive meaningful change with the right tools and insights. Our platform maps climate and ESG data across entire organizations, enabling them to track, disclose, and take action. By turning sustainability into a competitive advantage, Sweep helps businesses build better, audit-ready programs that contribute to a more sustainable future for everyone. Together, we can make a difference.

The Customer Support team ensures that our clients have the best possible experience of Sweep, one that is both efficient and enjoyable, while receiving reliable, fast, and high-quality responses to their questions. As a Customer Support Specialist, you will be responsible for supporting our customers along their climate journey as they are using our SaaS solution, providing ongoing support via our help center and building long-term relationships with our users. You’ll sit within the Product Department and report to our Director of Customer Support.

Your role will be to support our customers as they become successful Sweep users, and ensure that the challenges they face are properly managed. You’ll be expected to collaborate closely with other teams at Sweep to ensure that each customer question, feedback or concern is addressed in a timely manner.

• Monitor and address customer issues including escalations, technical problems, and incident management.
• Reach out to users for in-depth investigations of their concerns, ensuring clear understanding of their feedback.
• Collaborate closely with our Product, Engineering, Delivery and CSM teams to promptly address and resolve domain related questions or technical challenges.
• Contribute to the development and maintenance of self-service content allowing users and internal teams to resolve their issues autonomously (knowledge base articles, automated workflows, AI-powered bots).
• Be the voice of the user within Sweep by aggregating and communicating customer feedback on a regular basis to the rest of the organization.
• Contribute to the continuous improvement of our NPS and CSAT metrics.
• Identify areas for improvement in our customer support processes.

At Sweep, artificial intelligence is part of how we work, learn, and build. Every team member uses AI tools daily to speed up operations, improve decision making, and unlock creativity. We don’t expect you to be an expert on day one, but we do expect curiosity, a willingness to experiment, and the desire to use AI as a true partner in your work. Whether it's analyzing information, drafting content, improving workflows, designing better employee experiences, or supporting distributed teams, you’ll use AI to work faster and smarter. We provide guidance, tools, and best practices so you can get the most out of it. We’re looking for candidates who already have hands-on experience with AI tools in a professional setting. You should be comfortable using AI to support your daily work, enhance productivity, and create new solutions. If you naturally reach for AI to amplify what you do, you’ll feel right at home here.

• 2-3 years of experience as a Support Specialist or Helpdesk role in a technology company.
• Excellent communication and interpersonal skills. Oral and written.
• Fluency in both French & English is mandatory.
• Ability to connect the dots.
• The plus: Fluency in German or Spanish.
• Knowledge of CRM tools and customer success platforms, such as Intercom.
• First experience working in a SaaS company ideally in the B2B Enterprise space.

• Empathetic and people-oriented mindset, to ensure a positive experience throughout each customer interaction.
• You like to build relationships and work across teams.
• You are quick on your feet, but when it comes down to it you value quality over quantity.
• You are open to constructive feedback.
• You are enthusiastic, self-motivated and seek autonomy.

By joining Sweep, you'll be part of an exciting startup with a vision to change the world. We're ready to hit the ground running, and joining us at this early stage allows you the unique opportunity to help shape our journey. Our hybrid work model, with hiring focused around our hubs in France, the UK and the US, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients. As a B Corporation, we're dedicated to creating successful businesses that benefit everyone, including society and the planet. Ready for the most exciting chapter of your career? Come join us on this extraordinary ride!