Mission & challenges💪

The role of Customer Support Manager is central because it is the person who is in charge of monitoring the quality of our products and user satisfaction by ensuring the proper use of our products. You will therefore participate daily in the development of our apps and user experience, while conveying the image of MWM.

Within the Product team, and reporting to the Head of Product, your missions will be as follows:

• Be the key point of contact for our users on our platforms (Google Play Store, App Store, Zendesk)
• Monitor response time and customer satisfaction.
• Analyze the problems encountered by our users and provide them with a personalized solutionImprove and develop customer follow-up by helping us to better understand recurring issues.
• Gather valuable information to improve the service and the product.
• Close collaboration with marketing and tech to continue improving our service offer
• Regularly update the knowledge base in which customers can search for answers to their questions themselvesFind innovative ideas to optimize our apps
• You invite customers to share their experiences

You will be a full member of a close-knit team, we are counting on you to be a force for proposals and actively participate in the development of our products.

🧐About you

• Languages: English and French (Spanish is a plus)
• 1 year of professional experience as Customer Support Manager
• Amazing writing skills - you have flawless spelling!
• Great analytical mind - reporting for life! 😍Proposal force - you like to carry out projects
• Rigor - the pressure doesn’t scare you
• AND: You don’t hesitate to get your hands dirty 😉