Our Support Team is essential to our customers’ daily experience. We currently offer email-based assistance for all functional and technical inquiries and operate entirely asynchronously.

As a Support Agent for the EMEA region, you will be responsible for responding to emails from our French- and English-speaking customers. You will work with full autonomy, be evaluated on measurable outcomes, and while we provide writing guidelines, there are no scripts—your personal style is welcome.

Within your first month, you will:
• Complete a thorough onboarding that introduces you to our teams, culture, and product
• Become proficient in Trello and asynchronous communication
• Meet the Support team and key stakeholders
• Spend about half your time responding to written customer requests

Within three months, you will:
• Begin handling written customer inquiries independently
• Ensure customer satisfaction while meeting our KPIs and SLAs
• Develop an in‑depth understanding of our product and its features

Within six months, you will:
• Continue managing written customer requests
• Independently identify and document bugs and collaborate with the R&D team for fixes
• Help enhance customer support processes (escalations, crisis management, ticketing improvements, collaboration with other 360Learning teams)
• Take on dedicated support responsibilities for some of our most valuable customers

Within twelve months, you will:
• Help scale the team by assisting your coach with recruitment and supporting new team members
• Become a subject‑matter expert and handle escalations from colleagues
• Contribute to process improvements and propose automation and efficiency solutions

The Skill Set:
• 3+ years of experience in technical support, ideally in a B2B SaaS environment, or a degree in IT, Computer Science, or a related field
• A passion for learning and the ability to transform complex technical topics into clear, engaging explanations with a customer-focused mindset
• Strong command of troubleshooting tools and methods
• Excellent problem‑solving skills and an investigative approach
• Ability to work under pressure and adapt to fast‑changing situations (multitasking, prioritization, etc.)
• Basic SQL knowledge for database queries and data issue resolution
• Experience with ticketing tools (e.g., Zendesk), service monitoring applications (e.g., Datadog), and a basic understanding of HTTP APIs
• Fluent English (US/UK) and French at B2 level or equivalent
• Ideally German at B2 level or equivalent
• Enthusiasm for our working environment

What we offer:
• Compensation: Base salary plus a variable component
• Benefits: Work-from-home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund; leave policies follow local regulations
• Balance: Flexible hours and the ability to work fully from home anywhere in Spain
• Diversity, Equity, and Inclusion: Six active ERGs (Mental Health, Sustainability, Women, Parents, LGBTQIA2S+, Ethnic Diversity) supported by executive sponsors
• Corporate Social Responsibility: Commitment outlined in our CSR Charter
• Culture: A framework designed to help you make an impact, with insights into our ways of working, teams, product, and processes

Interview Process:
• Phone interview with our Talent Acquisition Manager
• Discovery meeting with our EMEA Support Lead
• Take‑home case study
• Clarification meeting with a Support Agent
• Culture Fit interview with our Head of Global Support
• Offer

Who We Are:
360Learning helps companies develop talent from within by empowering internal experts to drive employee, customer, and partner learning. Our collaborative LMS enables L&D teams to accelerate upskilling without relying solely on top‑down training. We provide a single platform to onboard and upskill employees, train customer‑facing teams, and educate customers and partners.

Today, 360Learning supports the future of work for 1,700 organizations. Founded in 2013, we have raised $240 million and have more than 400 team members across North America and EMEA.

Learning Includes Everyone:
Aligned with our culture, we believe learning is for everyone. We embrace diversity and foster an inclusive environment that values all backgrounds and perspectives. We are proud to be an equal‑opportunity employer and maintain this commitment throughout hiring, compensation, benefits, performance evaluations, promotions, and all other aspects of employment. We look forward to learning with—and from—you.