Customer Operations Team Lead

At Alma, we are convinced that trade must be well balanced to be sustainable. Because finance has a key role in business, our mission is to put it back in its rightful place : at the service of merchants and consumers !

That’s why we create financial products that empower merchants to sell more, and help consumers purchase better products while never encouraging them to get over-indebted.

Our tech solutions are accessible to all, easy to implement, and that eliminate purchase friction.

For merchants, our instalment and deferred payment solutions are excellent ways of increasing customers’ loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk. and they generate an incomparable level of satisfaction with 64 Net Promoter Score.

For consumers, the purchase experience is enhanced (4.7/5 on Trustpilot) and Alma helps them handle their budget easily. They pay later, Alma pays the merchants right away.

We are the leader in France, on track to win the European market on the (very) powerful Buy Now Pay Later (BNPL) industry, as we’re now processing payments in 10 European countries. Over the past 5 years, more than 11 000 merchants have chosen Alma to be their innovative BNPL solution, and we have served over 2.7 million consumers.

The team has grown from 2 to 350+ people, we raised a €210M series C early 2022 to help us accelerate further and Alma is already part of the Next40 ranking of the most promising French technology companies. And that’s only the beginning.

Job description

The Operations team is responsible for setting up and managing the processes to provide merchants and customers with the best payment experience in several installments and to handle the risk and fraud operations.

Concretely, this means:

• Provide customer and merchant support: we are there to support them in using Alma, and their feedback allows us to improve the product;
• Manage debt collection actions from A to Z: our role is to minimize the rate of delay and default to guarantee the company's margin;
• Take charge of the on-boarding of new merchants, and ensure that they can install the Alma solution as quickly and easily as possible.

We offer you a role at the heart of Alma's operational reactor. You will have the following responsibilities:

1. MANAGEMENT & ORGANIZATION

• Organize and lead weekly team meetings with your team and instill a positive and caring dynamic
• On a daily basis, help coordinate the day-to-day tasks of the team and prioritize based on the staffing and business context and priorities
• Define achievable goals in accordance with the established OKRs of the broader Ops organization
• With the help of the management and the country Ops teams, define and adapt the team specialization when relevant
• With the help of the management and the country Ops teams, revisit and adapt the team organization to fit the business needs and support the business growth

1. OPERATIONAL TASKS

• Help the team handle email and chat requests on a daily basis - between 10% and 25% of your time depending on the context and the size of the team
• Take care of the most complex issues raised by the team and handle potential escalation requests from the team members
• Participate in the growth of the team by helping with recruitment
• Participate in the training of newcomers

1. COACHING

• Set up 101's with each team member to give feedback on the quality of their tasks and gather feedback on how we can improve
• Ensure that the team has the right resources, tools and skills to succeed in their mission
• Provide the team with the support they need in their daily tasks by lifting potential roadblocks whenever needed
• Ensure the well-being of your team by creating a work environment that inspires, motivates and builds confidence while developing new skills

1. COORDINATION WITH KEY STAKEHOLDERS

• Liaise with the Ops Managers and Specialists in the countries and help convey the messages and communication on new products, projects, etc.
• Maintain a good knowledge of the product and new features in our constantly changing environment
• Gather feedback on processes, tools, etc. from the on-the-ground team, consolidate it and deliver it to the country teams to help improve our processes
• Participate in the maintenance of the knowledge base to ensure that the content is always up to date and relevant

About you

Alma is the right fit for you if you are:

• Able to speak English and French : C2 level minimum
• Open and friendly : you know how to listen to your team and customers, you have easy contact and you show empathy
• Perseverant : you don't get stuck in the face of difficulties, you know how to bounce back in the event of failure
• Autonomous and resourceful : you know how to find a solution to each problem, without losing view of your objective
• Rigorous and organized : you work in a methodical and structured way, you do not leave any subject untreated
• Demanding and reliable side : you do not compromise on the quality of your work, and you make it a point of honor to keep your commitments
• You ideally have a first experience in a similar role.

ABOUT THE RECRUITMENT PROCESS

Because of the importance of this role for Alma, the process is quite intense. Yet, we'll aim at running it in 2 to 3 weeks maximum

• The realization of practical cases remotely
• A video interview with Astrid, Customer Care Manager, Team Lead
• A video interview with Nicolas, Site Lead, and Central & Country Operations
• A team fit!