The Head of Customer Care is responsible for delivering best-in-class user experience and satisfaction for Businesses and Professionals.

Your role is to shape the way we support, retain, and engage our community, through a combination of operational execution, strategic direction, and product collaboration.

You will be responsible for three key areas:

User Experience & Satisfaction

• Define the desired experience to support our users, in line with our mission, brand promise and product experience.

• Work closely with the PX team (Product & Tech) to co-design journeys that combine empathy, efficiency, and clarity

• Nurture a culture of user obsession within the Care team: proactivity, ownership, and continuous improvement

Customer Support Operations

• Supervise day-to-day Customer Support for Businesses and Professionals, currently ticket-based, with potential evolution toward a hybrid model (chat, phone) tailored to specific user needs

• Own and track key KPIs: resolution time, CSAT, NPS, and drive ongoing improvements

• Develop tools, workflows and training to ensure consistency, scalability, and quality of support

• Balance data and experience: processes must scale, but never at the cost of user satisfaction

Customer Success Management (CSM) for Professionals

• Scale the CSM program to increase Professional adoption, engagement, and retention

• Build structured approaches to deliver value at key lifecycle moments

• Collaborate with cross-functional teams to align success initiatives with growth and product goals

Strategical context

• As Head of Customer Care, you’ll play a central role in building a platform where user experience is a differentiator

• Your team has a key impact in driving trust, loyalty, and repeat usage to grow a highly engaged community

• You’ll operate in an international context, with operations in France and the UK and further expansion across Europe

We’re looking for someone who has:

• 6–10 years of experience, including a leadership role in Customer Experience, Care or Success in a company known for its outstanding user experience

• A passion for crafting and scaling impactful user experiences, not just hitting support KPIs

• Experience leading and evolving Customer Care or Success teams in a startup or scale-up environment

• A strong analytical mindset and track record of KPI ownership (CSAT, NPS, resolution time)

• Ability to work cross-functionally with Product, Tech, Sales, and Operations

• Entrepreneurial mindset: agility, adaptability, speed, and initiative

• Fluent in French and English

• 1st interview call (screening)

• 2nd interview meeting in our offices

• Case study to be prepared at home and supported in our offices

• Culture & Team fit in our offices