We believe any unhappy customer can be turned into a promoter, with the right care, a fast solution, and a high sense of empathy.

Your responsibility will be to help our users with problems they encountered with pony.

What you will be doing:

• Respond to customer requests via emails, calls, facebook, chats
• Investigate and resolving customer complaints and queries
• Anticipate customers’ needs and solve their problems
• Upsell subscriptions
• Flag and escalate issues as appropriate, filing bug reports, and generally being the eyes and ears of executive management
• Provide feedback to relevant teams to help improve our customer experience
• Reply to reviews on app stores
• Monitor KPIs such as client satisfaction, 1 touch response rate, time to reply
• Audit and Manage our third party provider for customer CS

• Crazily good people skills: you can turn a terrible call into a world-class customer service experience
• Driven and a lot of grit, you never let go, you never stop until the job is done
• Perfect command of written and verbal communication in French
• Super high energy
• Performance oriented and hardworking: you are excited by the idea of replying to many tickets per day
• Patient and cold-headed not scared of doing multiple tasks at the same time in a fast-paced environment
• Fast-learner and a good time manager
• Italian, Portuguese speaking is a plus

30 mins phone call
45 minutes ticket replying hand in hand with a member of the pony team