The Central Customer Experience Ops team is growing! In order to continuously improve the efficiency and support all CSM teams (🇫🇷 & 🇧🇷), we are recruiting a new Customer success Operation Your objective will be to support the CSM teams in their needs and the optimization of their process and their dedicated tools on a daily basis. To support you in this mission, you would be supported by several CX Ops. So if you like to be at the heart of the activity, if you want to evolve in a scale-up in full internationalization and if you like to work in a transversal way … this job is for you 🤩

Missions statement ✨

Part of Central team (team in charge of international processes) and works with all countries
Design, test, implement and continuously improve efficiency processes for CSM teams across several countries to standardize the CSMs actions and gain in efficiency
Responsible for Salesforce and add-ons configuration
Build a relationship of trust with all CSM teams
Identify potential improvements in CSM processes
Respond to support requests from teams on tools or processes
Promote the adoption of these tools, and ensure that best practices are followed locally and by other Ops
Creating Salesforce dashboards and tracking reports of the activities
Share your knowledge, progress and challenges with CX Ops team members in our daily / weekly routines
Participate in the development of the global roadmap of the CX Ops team

Our ideal candidate 😍

Organized and already has an experience in project management
An excellent communicator who will be able to unite the different teams around the same need
At least 2 years of experience in a similar position (Business Ops, Customer success Ops, Service Ops, Sales Ops)
Operational in English

Our values 🦄

We are Team-Players: We succeed as a team! Learning, growing and taking off together is what drives us on a daily basis
We are Doers: Being creative, curious, and wanting to build things with a test and learn mindset, this is who we are!
We move Fast: The ability to be organized, adaptable and innovative to keep up with technological advancements in the market!
We Stay Hungry: Our ambition has no limit, and this requires humility, questioning, and the will to always set the bar higher!
We are Ambassadors: As we are the first and daily users of our product, speaking about Swile gives us pride!
We cherish our Values: Very committed, Swilers are passionate about maintaining our culture.

Recruitment process 👫

Video interview: 30 minutes
Hiring manager interview: 45-60 min with evaluation of soft/hard skills, teamfit, background, team/job information)
Business Case: A Business Case that you will present in front of our team
Swile interview: 30 minutes / During this stage all our Swilers can be called in and contribute to a skills assessment of candidates (focus on culture and values). Interviewers will be able to meet candidates without cognitive bias and have constructive feedback on their interpersonal skills and know-how. Involving all of our employees in the success of our hiring process is an integral part of our culture and values
Final Round: 60 min

Our hiring process lasts on average about 2/3 weeks, and offers usually come within 24 hours.