Job Guideline

Contract: CDD
Department: Customer Support
Location: USA
Reports to: Success Manager
Start date: asap 

RESPONSIBILITIES AND MISSIONS

The Customer Success Operator will assume and be responsible of:

1/ Monitor and track the activity 

• Manage the day to day operational part with the help of his/her Manager to be sure we reach the objectives
• Handle calls, chats & tickets to support users when some problems happen
• Identify recurrent problems to work on in with the team
• Onboard new customers on the platform
• Manage relationship with customers and photographers

2/ Be an ambassador for OCUS Success 

• Lead projects to improve processes efficiency, improve users journey and their satisfaction, find scalable solutions to definitely solve problems
• Be a real support and help for the other teams (Production / KAM / Product etc.) to help on the OCUS growth
• Be a real support for the OCUS Success Team, projects and highlight the team to the rest of the company

MAIN DELIVERABLES & KPIs (OKL)

Each week, month or quarter, the Customer Success Operator will have OKL (Objectives & Key Learnings)

1/ Operational part

• 100% of tickets solved within 24h
• 85% of tickets solved in one touch
• 80% of tickets answered within 3h
• 90% of missions without tickets
• 90% of satisfaction

2/ Project part

• Manage in a short term a project and its resolution to achieve team goals will the help of the Team Leader, and solve the problems to provide the best experience possible to users

DECISION MAKING

• Help on the onboarding of new comers to train them
• Take a decision and act for an operational case (which no impact on big costs etc.)
• Participate and give ideas/opinions on the subjects/projects in progress

SKILLSET

• Autonomy, adaptability, motivation, capacity to work in a changing environment
• Excellent interpersonal skills, patience & rigorousness
• Good knowledge of a customer service/suppport
• Problem-solving profile
• Excellent oral & written skills (FR + EN at the minimum)

Equal Opportunity at OCUS 🌐

OCUS is an Affirmative Action and an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or other applicable legally protected characteristics.