Reporting to the Customer Operations Manager, you join the Customer Operations team as an apprentice for 12 months. You’ll support day‑to‑day customer operations, protect our service levels, and help improve our processes, tools, and knowledge base.

• Run daily customer support operations (email, chat) via Intercom: triage, prioritization, SLA awareness, and response quality.

• Support and enable the Support team (organize meetings with the team; review answers from our Customer Care team to ensure excellent CSAT).

• Maintain macros/templates and keep the Help Center up to date to reduce contact volume.

• Help the Customer Operations Manager track core KPIs (CSAT, backlog, contact drivers).

• Assist with refunds/returns/exchanges in Shopify following our playbooks and applicable regulations.

• Escalate issues to the right teams when needed and follow through to resolution.

• Be curious about and experiment with new AI tools to boost quality and efficiency (we use dust.tt internally); document learnings and standard operating procedures (SOPs).

• Tooling/logistics context: Intercom, Shopify, Orderdesk (dispatch), 3PL environments (third‑party logistics providers bridging merchants and end customers).

• 💼 Experience: 1 year in Customer Care/Operations/Support (internship/alternance included) with a strong appetite for learning.

• ✍️ Communication: outstanding writing in FR/EN, clear communication, strong customer empathy.

• 📊 Data: data‑driven mindset (KPIs, tags/reports in Intercom).

• 🧭 Execution: strong organization and prioritization in a fast‑paced environment.

• 🤖 AI mindset: curiosity for new AI tools and willingness to pilot them (dust.tt).

• 💬 Collaboration tools: experience with Slack, Discord, or Microsoft Teams.

• 💪 Comfort with women’s health topics (pelvic floor, vagina, childbirth, female intimacy).

• ➕ Nice to have: basic Shopify knowledge; exposure to 3PL (third‑party logistics providers bridging merchants and end customers).

• 🇬🇧 Professional English (written and spoken).

• Quick interview (fit & scope).

• Short operational case study.

• Final interview with stakeholders.

• References (if needed) and accelerated onboarding.