The Customer happiness Lead is responsible for building the greatest customer service (bringing ours from 6/10 to 10/10). This person will build a multilanguage team (recruiting, coaching, structure, etc.) and give them the right tools and processes to increase service quality and efficiency. Identify sources of issues to create a feedback loop and decrease the risk of friction. This person will also define and implement the tone of voice of Kazidomi towards customers.

What are the outcomes that must be accomplished, by when?

1. Automate a maximum number of processes
2. Set up a call centre that can be reached on a large time frame
3. Increase coverage of answers in the evening 8pm and weekends by end of 2021
4. Increase average # of tickets per person per day
5. Reduce number of tickets by order by avoiding preventable reasons for questions/complains (e.g., usability of the website, FAQs, emailing automatation, etc.)
6. Reduce average time to answer
7. Increase customer satisfaction
8. Set up a team structure to benefit from technical expertise for the most complex questions (e.g., dietitians, nutritionist, etc.)

• Leadership: able to lead and motivate the team, identify performance drivers, coach and structure people
• Problem-solving: ability to jump in the unknown, start from scratch, structure and lead a project end to end, can implement and ensure usage from the team
• Operational excellence: ultra-organized, likes things nitty-gritty, always aware of to-dos, ready to use excel imports easily, targeting 0% defect (Pico Bello work, no need for constant reviews)
• Multilangual: FR, EN, NL
• Experience in customer service is a big plus

• HR interview
• Technical case
• Founder interview