About the Role

Kontaktum Group is seeking a highly empathetic, detail-oriented Multilingual Support Agent to join our Paris team. You’ll be the voice behind Europe’s top wellness brands — handling everything from product questions to post-purchase concerns across multiple channels: phone, email, chat, and SMS.

This isn’t traditional customer support. Our clients expect service that protects their brand equity and boosts revenue — not just quick ticket resolution. That’s why we treat every support conversation as an opportunity to retain, reactivate, or upsell, while maintaining warmth and compliance.

You’ll be trained on multiple client accounts — from gut health supplements to luxury skincare products — and operate behind the scenes as an extension of their brand. If you enjoy solving problems, keeping communication sharp, and can handle fast-moving workflows, this role offers both stability and advancement in a performance-first environment.

Our Paris location works closely with our operations hubs in Berlin, Milan, and Barcelona, giving you exposure to a variety of customers and regional nuances. While this role is support-first, it’s also sales-aware — and we’ll equip you with tools to handle objections, reduce refunds, and suggest smart cross-sells when appropriate.

Responsibilities

• Handle inbound support queries via phone, email, and chat in French and English

• Resolve product-related questions, shipping issues, refunds, or returns

• Prevent cancellations through objection handling and tone-calibrated conversations

• Escalate issues that require additional approval or cross-team collaboration

• Identify and execute discreet upsell opportunities when appropriate

• Document all interactions using client-specific CRMs (e.g. Gorgias, Zendesk)

• Flag common issues to campaign leads for systemic improvement

Requirements

• Native/fluent in French and comfortable with professional English

• 2+ years in a customer support, client service, or CX role (ideally in wellness or ecommerce)

• Strong written and verbal communication skills — clear, efficient, and human

• Comfortable working with scripts and support templates without sounding robotic

• Ability to multitask, prioritize, and manage multiple accounts

• Calm under pressure and proactive in solving problems before they escalate

What We Offer

• Competitive salary with opportunity for performance bonuses

• Office location in central Paris (La Fayette district, WeWork)

• Support-focused onboarding and script training

• Clear performance benchmarks and promotion tracks

• Direct access to backend ops, sales, and brand teams

• Real-world impact — your support directly reduces refunds and drives LTV

How to Apply

Send your CV to paris@kontaktum.com

Subject line: Multilingual Support Agent Paris


If you've handled support for wellness or ecommerce brands before points if you attach a short voice note or sample ticket reply. let us know. Bonus