The role of our Customer Care team is to help our customers use the platform as smoothly as possible. They will solve problems and issues on a short-term and ensure our users’ satisfaction and loyalty on the long run.

We are looking for an senior ambitious Manager of the international Customer Care team based in Paris. This is a great opportunity to be a part of a dedicated team and join one of the NEXT 40 startups in France!

Directly reporting to the Chief Care Officer, you are responsible of the customer support experience.

Responsibilities

• Continuously raise the bar on Customer support experience through operations excellence mechanisms
• Drive the performance of your team to meet support expectations measured by CSAT
• Lead and develop your team of Customer Service Representatives, advocates and specialists
• Collaborate with internal teams: Product, Tech, Customer Success, Marketing & Sales to improve continuously the customer care experience
• Ensure operational excellence of the team by always optimising tools and processes

• At least 7+ years experience in Customer Experience in a fast-paced and customer-centric environment
• True ability to understand business and customer needs. As a doer and a thinker, you bring the appropriate solutions and optimal ways to achieve goals and to solve issues with our clients
• Excellent team-building and team-management skills (experience in team management of minimum 10 people) - open-mindedness to understand team members’ motivations, hopes and problems, ability to inspire them and develop their skills and responsibilities, while building trustworthy relationships with them
• Great ability to inspire and coach others, to give constructive feedback, to lead by example and to create an efficient work environment that encourages maximum performance and dedication
• Autonomy and proactivity, combined with a great ability to give visibility and involve others in key decisions
• Excellent communication and writing skills in both English & French
• Experience on Saas Platform is a plus

Benefits

• Great compensation package
• Good work-life balance, occasional work from home, RTT
• Tangible career development possibilities as we grow strong
• Meal vouchers - LunchR (8,5 € per day) + canteen
• Excellent private health care covered by 70% by the company
• 50% Reimbursement of Navigo OR bicycle mileage reimbursement
• Paternity leave/second parent leave: 1 month of leave fully paid
• Annual company offsite & inter-office trip
• English & French class
• Free fruit & snacks, tea & coffee
• More than 100 activities you can do at work via our partner Yuco

Phone interview with our HR Team
A first video interview with our CCO
A first physical interview with our HR Team and our CCO
A second physical interview with our co-CEO and our HRD
A last meeting with the Customer Care Team to meet your future colleagues