Problem Solving Consultant (French & English)

Dext is a fast-growing FinTech company on a mission to transform the world of accounting and bookkeeping. Our innovative products empower hundreds of thousands of SMEs and their accounting partners to unlock the full potential of their financial data and automate bookkeeping through our award-winning AI technology.

Since our founding in 2010, we’ve achieved consistent year-on-year growth of nearly 100%, expanded globally, secured over $60 million in private equity investment, and earned multiple industry awards.

At Dext, we’re driven by a simple philosophy - to do what we did yesterday, but 10% better every single day.


Role Summary

We’re seeking individuals who are passionate about helping others, driven by empathy, and take pride in their sense of responsibility.

As a Problem Solving Consultant, your mission is to assist and support our existing Partners - primarily accountants and bookkeepers for small to medium-sized businesses across the globe. Your role will be essential in maintaining our exceptional standards of customer support and ensuring our valued clients remain happy, satisfied, and part of our continued success.

If you enjoy a predictable, routine workday and prefer to avoid challenges, this might not be the right fit. But if you thrive in a dynamic environment where every day brings new opportunities to learn, grow, and make a difference - we’d love to meet you!

Key Responsibilities

• Respond to questions and inquiries from existing clients.
• Handle all incoming support requests promptly and professionally.
• Collaborate with internal teams to ensure timely and effective resolution of client issues.
• Track recurring support trends and propose new help center topics to address common queries.
• Adhere to the designated working hours: 10:00 AM – 7:00 PM EET.

Key Tasks & Activities (Objectives)

• Respond to existing client inquiries via email, live chat, phone, or Zoom;
• Ensure all queries are resolved promptly and effectively, either directly or by coordinating with internal teams;
• Support efforts to maintain low client churn rates;
• Contribute to improving overall customer satisfaction scores;
• Monitor recurring support issues and recommend new content for the knowledge base, online education materials, or chat-bot responses;
• Collaborate closely with the Sales and Product teams to ensure quick resolutions and a consistently high-quality customer experience.

Software used:

• Salesforce (CRM);
• Intercom (customer support engine);
• Phone system - AirCall or similar;
• Jira and Confluence;
• Google Drive;
• Slack.

Requirements

• Excellent command of written and spoken French (C level);
• Excellent command of written and spoken English (C level);
• Easy-going, responsible, and communicative team player;
• Strong time management skills and a sense of ownership over tasks;
• “Failure” isn’t part of your vocabulary;
• Naturally curious and passionate about helping others;
• A born problem solver.

Benefits

• Friendly and welcoming work environment;
• One-month initial training in Sofia, held in a modern luxury office (accommodation provided);
• Supportive and collaborative team culture;
• 40-hour work week;
• Employer-paid additional medical insurance, including life and risk coverage;
• 25 days of annual paid leave;
• 1 extra day off for your birthday;
• 1 additional “Recharge Day” off (typically in December);
• 27 extra free hours during the summer season;
• Opportunity to build your career with an internationally renowned, award-winning company.

Remote work is now the norm. The difference is that we've been fully remote for many years now, and know how to properly work remotely.