Customer Support & Knowledge Specialist M/F/Mx

Trustpair stops vendor fraud before it happens. We're the automated vendor validation platform protecting 600+ enterprise companies worldwide. Since 2017, finance and procurement teams have used Trustpair to eliminate vendor fraud while reclaiming 90% of the time they once spent on manual checks.

As vendor fraud grows more sophisticated, we stay ahead by combining deep expertise in financial crime with cutting-edge technology. Our core product focuses on secure, reliable vendor account validation to wipe out fraud and boost efficiency.

Internally, teams across Trustpair use AI tools in their day-to-day work to automate repetitive tasks and unlock strategic insights that help us build and operate better. From day one, you’ll be encouraged and trained to integrate these tools into your workflow in a practical, hands-on way.

With offices in New York, Paris, London, and Milan, we're a diverse team united by a bias for action. We ship fast, learn from experiments, and tackle problems that matter: protecting billions in payments for companies worldwide. If you want to see your work make an immediate impact in financial security, Trustpair is built for you.

Learn more abouthow we use AI in our everyday work.

About the role

We’re looking for a Customer Support & Knowledge Specialist to join our Customer Care team and help our customers get the most from Trustpair. Combining Level 1 support, product knowledge and user training, you’ll resolve functional queries and turn your product expertise into clear documentation, engaging videos and practical training sessions.

You’ll support customers across Europe and the U.S., reporting to Cyrille, COO, and working closely with Customer Care, Customer Success, Operations, Product Marketing, Business Ops and Product.

Location: Paris-based, with 2 days per week in our Paris office.

Compensation:€38–48k OTE* (depending on experience).

What you'll do

Customer Support Operations — 50%

• Develop an in-depth understanding of Trustpair’s product and become a go-to expert for functional queries, from everyday questions to more complex issues.
• Own Level 1 support requests: clarify customers’ needs, investigate problems, identify root causes and provide practical solutions or workarounds.
• Escalate to Level 2 when needed, providing clear context and coordinating with teammates to keep customers informed through resolution.
• Deliver a premium customer experience through timely responses, thoughtful follow-ups and clear communication, meeting our service level agreements.

Product Knowledge & User Training — 30%

• Create and maintain accurate, accessible product documentation for customers and internal teams, including Help Center articles and internal knowledge resources.
• Turn complex product information into clear, engaging learning content, including feature videos, tutorials and interactive materials that users can access independently.
• Prepare and deliver engaging webinars and user training sessions on new and flagship features, helping customers understand their value and use them confidently.

Continuous Improvement & Automation — 20%

• Monitor and improve Intercom Fin AI, helping automate routine Level 1 queries while maintaining high customer satisfaction.
• Analyze recurring questions and pain points, sharing structured customer insights with Product and other teams to guide improvements.
• Improve support processes, tools and workflows to help Customer Care scale. Use customer feedback and performance data to identify opportunities across response times, satisfaction, automation and feature adoption.

What’s in it for you

• At Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact - whether you're already hands-on with AI or eager to learn, you’ll join a team that values and encourages AI-driven ways of working
• Ownership and visibility: become a trusted product expert in a small, growing team, with a direct impact on customer experience and product adoption.
• A varied role: combine customer support with content creation, live training and continuous improvement.
• Support from day one: a structured three-month onboarding programme, combining product documentation with dedicated coaching from experienced teammates.
• AI in your daily work: use tools such as Intercom Fin AI, AI Copilot, Operator and Claude, alongside Jira, Productboard, Forest Admin, Metabase/Looker and video editing tools.
• Room to grow: develop your expertise with opportunities to progress towards a senior role as the team expands.
• An international, collaborative environment: work with colleagues across teams and markets, with a flat structure where your ideas can shape how we work.
• Hybrid working: combine time with the team in Paris with the flexibility of remote work.

Why join Trustpair? A list of our perks here!

Must-Haves:

• 2+ years of relevant experience in a customer-facing role, with hands-on Level 1 support experience in a SaaS or IT environment.
• Experience in product knowledge management and user training, including creating documentation or learning resources and helping users understand a product.
• Strong functional troubleshooting skills: you ask focused questions, analyze problems methodically and identify the right next step.
• Hands-on experience with ticketing tools, such as Intercom, Jira or similar platforms.
• Excellent writing and presentation skills: you can structure clear, engaging content and make videos, webinars or training sessions useful and interactive.
• Fluent French and English, written and spoken, with the confidence to support customers and deliver training in both languages.
• An empathetic approach, strong listening skills and the ability to explain complex topics simply while staying calm when customers need urgent help.
• An autonomous, proactive and organized way of working, with the ability to prioritize requests alongside content and training projects.
• Curiosity about technology and a willingness to keep learning as the product evolves.

Nice-to-Haves

• Experience supporting B2B or enterprise customers.
• Experience using support and adoption metrics, such as CSAT, first response time or automation rate, to guide improvements.

Recruitment Process

• First call with Morgan, Talent Acquisition Specialist, 30 min, video call
• Experience interview with Cyrille, COO, 1 hour, video call
• Case study interview with Clément, Customer Care Lead, and Cyrille, 1 hour, onsite
• Coffee fit with two members of the team, 30 minutes, onsite or video call
• Cofounder interview with Alexandre, 45 minutes, onsite or video call

Equal Opportunity Statement Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.