French-speaking Customer Operations & Content Assistant — SaaS Support, Onboarding & Marketing

We are looking for a part-time Customer Operations & Growth Content Assistant to help improve the way we support, onboard, train, and educate customers for our B2B SaaS product. Hangers is a small SaaS company providing software to local businesses. Our customers are often small business owners or shop teams, so the role requires someone clear, structured, practical, and able to explain software simply. This is not a generic virtual assistant role. The goal is to help us improve customer operations using real customer interactions: support requests, bot conversations, onboarding issues, training questions, and recurring misunderstandings. Most customer interactions are written. Calls and live trainings exist, but they are less frequent and usually happen only for paid onboarding or specific customer needs. The role follows this logic: * Review real customer requests and support conversations * Identify recurring problems, misunderstandings, and objections * Improve support replies, macros, help articles, and bot training material * Turn recurring issues into better onboarding, training, and customer education * Transform customer questions into useful content for future customers * Later, help with sales enablement and prospect education once product knowledge is strong Main responsibilities: * Review customer support requests, chatbot conversations, and existing support replies * Identify recurring customer questions and unclear explanations * Improve support macros, templates, and customer-facing replies * Help improve bot answers and escalation logic * Create or improve help-center articles and customer documentation * Build onboarding checklists and training frameworks * Improve training material based on real customer questions * Prepare structured summaries of customer pain points and product friction * Turn recurring questions into content ideas, LinkedIn posts, blog outlines, FAQ pages, or email content * Create internal SOPs and checklists so support and onboarding become easier to repeat * Help us identify what should be improved in the product, documentation, onboarding, or messaging Possible future responsibilities: * Assist with customer onboarding calls or paid training sessions * Prepare training sessions based on a standard framework * Join customer or prospect calls as observer / note-taker * Prepare discovery call notes or demo briefs * Help document objections and improve sales material * Coordinate outsourced content creation such as visuals, guides, videos, or case studies Required profile: * Fluent or very strong French * Good English * Experience in customer support, customer success, onboarding, documentation, content, operations, or SaaS * Strong written communication * Very structured and detail-oriented * Able to work from real customer conversations and extract useful improvements * Able to explain software clearly to non-technical users * Comfortable with tools such as Google Sheets, Notion, CRM tools, helpdesk tools, CMS tools, or similar * Able to work during overlapping Paris business hours Nice to have: * Experience with B2B SaaS * Experience improving support macros, help-center content, chatbot answers, or onboarding flows * Experience creating customer education content * Experience with small businesses, retail, POS, or local commerce * Experience with Zendesk, Intercom, HubSpot, Pipedrive, Notion, Loom, WordPress, or similar tools First paid project: We want to start with a first paid operational project linked to a real customer support case and a training/onboarding situation. The first milestone will not be a generic audit or a theoretical document. The goal is to help prepare and deliver a successful customer onboarding. You will work from real Hangers customer context: support requests, onboarding notes, product questions, and existing training material. The project will include: * Understanding the customer’s situation and needs * Preparing a clear training agenda * Identifying the key product areas to explain * Preparing simple explanations for non-technical users * Helping structure the training session * Joining or assisting with the real training interaction, depending on readiness * Taking structured notes from the interaction * Preparing the customer follow-up and internal next steps * Improving the reusable training/onboarding framework based on what happened in the real interaction The expected result is not just documentation. The expected result is a successful customer training session, followed by clear customer next steps and internal improvements we can reuse for future onboardings. If the first project goes well, we would like to continue with recurring part-time work.