We are looking for talented people who are willing to build the most amazing shopping experience for consumers while keeping growing their own skills and expertise.

As a Customer Care Team Lead, you will report to and closely work with the Head of Customer Care. Your main responsibility will be to ensure alignment of quality of the Customer Care Experts and to manage complex short-term and mid-term projects. You will:

Deliver great customer support (30% of your time):

• You will provide best-in-class quality of service in French and English, both written and spoken
• You will commit to improving your individual and collective KPIs (FRT, FCR, ART, etc) by identifying areas of improvement and implementing changes
• You will ensure that we always have pixel-perfect documentation for the use of our users and team members

Become a Customer Care Operations expert:

• You will be trained on all our processes to challenge and update them on a daily basis
• You will train the newcomers in adopting the right methodology to answer the users
• You will run regular QA to help agents reach the best standards of customer service quality
• You will be responsible for hiring, training, and managing our external resources

Manage a wide range of projects:
We believe that the knowledge owned by the Customer Care team gives them the opportunity to lead impactful projects from improving processes within the Care team, creating cross-team projects for increasing the company’s efficiency, to exploring new ways of working in relation with our People Operations team. As a Customer Care Team Lead, you will work on complex projects both autonomously and in close relation with the Head of Customer Care.

You are the person we are looking for if:

• You have 3 or 4 years of professional experience in customer service (and especially in Care Operations)
• You would write and speak perfectly in French and English (even better if you speak another language)
• You are a problem-solver (even better if you always get out of escape games)
• You pay attention to details and could find a needle in a haystack
• You deeply care about others and are eager to teach them what you know

• Screening call: 15-min call with the Head of Customer Care
• Personality interview: 45-min video-call with the Head of Customer Care and another team member
• Technical test: 2-hour to take autonomously
• Technical test debrief: 45-min video-call with the Head of Customer Care and another team member
• Culture interview: 45-min video-call with two founders
• Reference calls