ABOUT YAPLA

Yapla is a dynamic and rapidly growing company specializing in software solutions for NPOs and associations of all sizes. Our all-in-one platform, used by over 75,000 organizations, enables member management, membership processing, ticket sales, donation collection, and newsletter distribution. Our mission is to simplify the daily operations of non-profit organizations around the world by helping them overcome digital barriers. We value professional commitment and seriousness in our work, while placing great importance on friendliness and fun, making “Fun” a key element of our company culture.

ABOUT THE POSITION

We are looking for a motivated and curious Customer Support Manager – Level 1 and 2 to join our support team. You will be the first point of contact for our users and will play a crucial role in shaping their experience with the Yapla platform. By answering questions, guiding users, and escalating issues when necessary, you will directly contribute to optimizing the customer experience while working closely with different teams across the organization.

IDEAL CANDIDATE

We are looking for versatile, detail-oriented, and dynamic candidates who thrive in a fast-growing company with big ambitions! For this Customer Support Manager – Level 1 and 2 position, we seek talents who resonate with our core values: teamwork, fun, innovation, commitment and excellence. An excellent command of both French and English (spoken and written) is mandatory, as our clientele includes both Francophone and Anglophone NPOs.

REQUIRED QUALIFICATIONS

• Education: College diploma or university degree in a related field, or equivalent professional experience.
• Experience: Minimum 2 years of customer support experience, preferably in a SaaS or tech environment.
• Technical Skills: Knowledge of Zendesk or similar support tools. Understanding of SaaS concepts. Interest in learning HTML/CSS and payment technologies.
• Languages: Full proficiency in French and English, both written and spoken (Italian is an asset).
• Interpersonal Skills: Strong communication abilities, active listening skills, analytical thinking, rigor, and autonomy.

• Respond to customer inquiries via email, phone, remote meetings, and chat (using Zendesk).
• Assist users in configuring their membership, donation, and event campaigns on the Yapla platform.
• Diagnose issues and escalate them to the Product team, ensuring proper follow-up.