Malt
Malt

Customer Care Representative

Join Malt, Europe's leading freelance marketplace, as a Customer Care Representative. In this role, you will improve the user experience for both clients and freelancers across all channels. You will manage platform user requests, improve the platform and user experience, and work with international teams. The ideal candidate is organized, has experience in a similar position, demonstrates professionalism in communication, has a commercial mindset, and is reactive and conscientious.

Suggested summary by Welcome to the Jungle

Job summary
Permanent contract
Paris
No remote work
Salary: Not specified
Skills & expertise
Communication skills
Google Meet
Key missions

Gérer les demandes des utilisateurs de la plateforme, en répondant et en assurant le suivi des interactions avec nos clients et freelances.

Analyser les attentes des utilisateurs et communiquer de manière structurée avec l'équipe produit pour prioriser les futures fonctionnalités de Malt.

Identifier les points fréquemment soulevés au service client et suggérer des améliorations pour améliorer l'expérience utilisateur.

Malt
Malt

Interested in this job?

Questions and answers about the job

The position

Job description

🪐 Discover our galaxy

Join the Future of Work ! Malt is Europe's leading freelance marketplace, connecting over 700,000 talented freelancers with 70,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different:

- A diverse team of 600 Malters across 6 European countries

- A culture that champions equality (50% of our Comex are women) and inclusive growth

- Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI

- A mission to give everyone the freedom to work differently

Ready to help shape the future of work? Your next chapter starts here! 🪐

At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.

Explore your future career  🔭

As a Customer Care Representative, you will be responsible for improving the user experience for both clients and freelancers across all channels (phone, email, chat, etc.).

Because Malt is growing very fast and the quality of customer relations is essential to our success, we expect you to be resourceful, curious, and have a problem-solver mindset ready for any challenge!

Reporting to the Head of Customer care, you will enhance the excellence of Malt's service and will be required to work with international teams as part of our growth across Europe.

Key responsibilities✨

  • The Challenge 💪

    • Managing Platform User Requests 💻💡

  • Handling requests from platform users.
  • Responding to and ensuring the follow-up of interactions with our clients and freelancers by phone, email, social media, and chat.
  • Being the go-to contact for managing problems encountered by clients and freelancers during a mission (restoring trust and communication, mediation).

    • Improving the Platform and User Experience 🏋️‍

  • Taking a step back to analyze user expectations and communicating them in a structured way to the Product team to prioritize future Malt features.
  • Being at the core of the product, becoming the expert of our platform, identifying points frequently raised to Customer Service, and suggesting improvements.
  • Conducting marketing and/or satisfaction surveys among our members.
  • User experience is the key to success at Malt! It allows us to turn a problem into a "Wow" effect and transform an unsatisfied client into a super ambassador!

    • Qualifications and Requirements:

  • Organized, rigorous, and reliable: you manage your files from A to Z completely autonomously; "inbox zero" is your daily dream!
  • Already have experience in a similar position. You are ambitious and want to evolve within a meaningful startup and participate in its development.
  • You demonstrate great professionalism in your oral and written exchanges.
  • A commercial mindset, comfortable on the phone, you are level-headed and master your emotions.
  • Reactive, conscientious, organized, you don't let anything slip by!

    • How to join the mission? 🚀

    A first Google Meet call with Claudia, Talent Acquisition Manager.

    Then, a second interview with , Nickerlyne Bellevue, your future N+1.

    A business case to test your skills.

    A final interview with your Head of Customer care & administration Edward Flach and you join us!

    Malt is the perfect space to thrive personally and professionally 💫

    - Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other new joiners at our office in Paris

    - Equity: Every Malter is entitled to stock options 

    - Lunch vouchers (legal benefit): €9/day on your Swile card

    - Transportation (legal benefit): 50% reimbursement (any type of transport)

    - Healthcare insurance (legal benefit) 

    - RTT: From 8 to 12 days off per year

    - Sports: Company participation to a Gymlib membership

    - Malt sabbatical: Every three years, all Malters are entitled to a one month fully paid sabbatical leave

    - Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow

    - Remote work: Hybrid policy balancing on-site and home office

    - Team building events organized every year

    Ready? Get your ticket to Malt 🪐 

    At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability. Our mission is to create a work environment where everyone feels valued, respected, and safe to thrive.

    Want to know more?

    These job openings might interest you!

    These companies are also recruiting for the position of “Customer Service”.

    See all job openings