Support Operations Specialist - US market

About the role

The Support Operations Officer (SPOC) will play a pivotal role in supporting the expansion of Free2move into the US market. This position will be the primary point of contact for US partners, driving their adoption of the SaaS platform and maximizing shared growth and revenue.

Responsibilities

• Design and manage the complete integration journey for new US partners.
• Adapt processes, training materials, and communication to the specific business culture of the US market (high responsiveness, ROI focus).
• Ensure perfect technical account configurations to eliminate any operational friction.
• Create and host engaging webinars and training sessions to boost platform usage.
• Analyze partner KPIs and proactively provide customized action plans and recommendations.
• Identify upsell opportunities (additional fleet, insurance options, new mobility services) to drive revenue for both our partners and Free2move.
• Act as the Single Point of Contact (SPOC) for all bugs and technical anomalies reported by US clients.
• Cook up issue resolution internally by bridging the gap with IT, Finance, and Marketing teams.
• Translate field feedback into concrete feature recommendations for our Product Roadmap.
• Maximize the automation of recurring support and onboarding workflows.
• Leverage and orchestrate AI tools and automated agents to dramatically increase productivity and responsiveness.

Requirements

• Experience: Senior profile (5+ years) in Customer Success, SaaS Implementation, or Operations.
• Soft Skills: Outstanding pedagogical and communication skills (ease with hosting webinars) combined with a strong commercial mindset (upsell fiber).
• Hard Skills: A "geek" at heart, with verified experience in workflow automation tools and a genuine appetite for leveraging AI.
• Languages: * English: Native or perfectly bilingual imperative (US market focus). * Spanish is a strong plus.

Qualifications

• Passionate about mobility and technology.
• Ability to work independently and autonomously.
• Strong problem-solving and analytical skills.
• Excellent interpersonal and communication skills.
• Ability to adapt to a fast-paced, dynamic environment.

Skills

• Customer Success
• SaaS Implementation
• Operations
• Workflow Automation
• AI Tools
• Webinar Hosting
• Upselling
• Technical Support
• Product Roadmap Development

Benefits

• Start-up spirit supported by a large Group
• Opportunity to revolutionize the uses of mobility with us!
• Nice integration to start well
• Lots of possibilities for development
• Collaboration with multidisciplinary and international teams
• International projects to perfect your background!
• Attractive salary
• Access to our E-Learning platform
• No-meetings days to boost your efficiency!

Pay

Annual gross salary package depending of your experience: +/- 60KUSD

Schedule

Full Remote — based in the USA

Working Hours: Must align with US Central / EST time zones