As a Customer Care Team Lead (freelance), reporting to the Customer Operations Manager, you will join the Customer Operations team.

This is a 3-month transition assignment at 4 days/week starting early November 2025.

Your responsibilities:

• Lead daily support operations (email, chat) via Intercom: prioritization, SLA adherence, response quality.

• Manage, coach, and energize the support team (scheduling, upskilling, QA reviews, team rituals).

• Structure and maintain the macro/template library and update the Help Center to reduce contact volume.

• Track and analyze KPIs (CSAT, backlog, contact drivers) with the Customer Operations Manager and drive action plans.

• Oversee returns/refunds/exchanges policies in Shopify per our procedures and applicable regulations.

• Escalate requests to relevant teams when needed.

• Champion the voice of the customer: consolidate verbatim feedback in Intercom, identify friction points, prioritize quick wins, and route structured insights.

• Tooling/logistics context: Intercom, Shopify, Orderdesk (dispatch), third-party logistic environments (ShipBob, Hive, Interfulfillment).

Reporting line: Customer Operations Manager.

• 💼 Education & experience: 3+ years in Customer Care/Success/Operations in a startup environment, including team lead/coordination; mastery of Intercom; bonus: knowledge of Shopify, Orderdesk & third party logistic environments.

• 📚 Skills: outstanding writing in FR/EN, strong customer empathy, clear communication; data-driven (KPIs, Intercom tags/reports), strong organization/prioritization, and change management.

• 🚀 You are familiar with fast-paced startup environments.

• 💪 You believe every woman should have access to enjoyable and effective health solutions (you’re comfortable with topics like “pelvic floor,” “vagina,” “childbirth,” and “female intimacy”).

• 🇬🇧 You have a good level of English, written and spoken (part of the team does not speak French).

• Phone pre-qualification

• Operational interview with a short case study

• Final interview with CEO and/or the Customer Operations Manager