Tato pozice již není k dispozici.
Spendesk
Spendesk

Operations Analyst

Plný úvazek
Paris
Plat: Neuvedeno
Žádná práce na dálku

Spendesk
Spendesk

Máte zájem o tuto nabídku?

jobs.faq.title

Pozice

Popis pozice

As part of the Care Department, you will be participating in driving the User Care and Technical Support transformation within our customers. Today, the Care department is responsible for helping & supporting customers anytime they encounter an issue with our product, we are in charge of driving customer education as well as satisfaction.

About the role:

You will be part of the Support Quality team 💫  and will actively coordinate our projects of service enhancement, to ensure operational quality assurance (training, quality checks, process streamlining), reporting, tools administration, and communication.

# Open to Remote #

What you'll be doing:

  • Assist and support the Support Quality Manager in monitoring the quality of service: performing quality checks, evaluations, review of customer surveys as part of the service quality assurance program.
  • Supervise the collection of customer insights, pilot effective communication at the company level through diversified channels (Internal communication newsletter, voice of customer reports, etc) and track the implementation of action plans.
  • Successfully contribute to delivering the team projects with high-quality deliverables, meeting deadlines, and working within project estimates.
  • Build and maintain reporting tools to conduct data analysis and monitor the teams’ performances.
  • Identify the strengths, risks, opportunities, threats, and draw forecasts in order to present the findings to others.
  • Support the improvement of methodologies, processes, and tools to offer the best-in-class customer experience as well as the experience of our support agents
  • Participate in the setup and maintenance of our tools (ticketing, automation, Bots); deliver training to the team to improve their proficiency using our support resources.
  • Manage and anticipate team agendas, availability, and shifts.

    • What we're looking for:

  • Customer-Centric: You make sure customer care is at the center of our organization and the voice of our customers heard and understood
  • Great Communicator: You have excellent verbal and written communication skills in English & French (German is a plus)
  • Positive: you embrace challenges with an optimistic mindset
  • Empathetic: You are passionate, and patient in order to provide a fantastic experience to your customers
  • You are organized with excellent coordination skills
  • Data-driven: your decisions are supported by data analysis
  • Critical mindset: you love to question the status quo and ask yourself why things are the way they are
  • First experience working in Project Management or Customer Support Operations is a strong advantage
  • You describe yourself as tech-savvy: you like to discover and operate new tools/systems
  • You’re a pro when it comes to efficiently multitask and solving issues in a fast-paced environment.

    • As we are an international team, please submit your application and CV in English.

    About Spendesk 

    Spendesk is the 7-in-1 spending solution built for finance teams to make faster, smarter spending decisions. Founded in 2016, Spendesk is now one of the fastest-growing fintechs in Europe, with over 4,000 customers and an international team of 500+ employees based in Paris, Berlin, London, Hamburg, and remote. We’ve raised over €260M from leading investors, and been named a French tech unicorn. And we’re not stopping there! 

    About our people & culture

    We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset. 

    About our benefits 

    Our culture is built on trust, empowerment, and growth — with benefits to match!

    - Lunch 60% funded by Spendesk (Swile Card)

    - 11 RTT in 2022 on a pro-rata basis, in addition to your 25 paid holiday days

    - Alan Premium health insurance

    - A Gymlib pass to let off steam after a productive day at work

    - Access to Moka.care for emotional and mental health wellbeing

    - Access to Vendredi allowing us to change the world

    - Latest Apple equipment (MacBook Air)

    - Great office snacks to fuel your day

    - A positive team to work with daily!

    Diversity & Inclusion

    At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.

    Chcete se dozvědět více?

    Tato volná pracovní místa by vás mohla zajímat!

    Tyto společnosti rovněž nabírají pracovníky na pozici "{profese}".