🔥 Our Customer service

Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service.

Led by Quentin, our COO, the whole team works on different topics to build strong and efficient customer service.

🎯 What You Will Do

As a Customer Care Project Specialist, your job will be divided into two parts.

On one hand, you will focus on user satisfaction by answering all their requests and making sure their experience is as personalized and enjoyable as possible.

For about 50% of your time:

• You provide best-in-class quality of service in French and English, both written and spoken

• You know our products very well and can spot any bugs or irrelevancy and share them with our technical team

On the other hand, you spend 50% of your time leading one of the following projects:

• Voice of our customers: you analyze our users’ main pain points, ensure that the information is passed on to the relevant teams, and push for actions to be taken

• Outsourcing management: you handle the relationship with some of our partners to ensure our routines are always up-to-date, and you make suggestions to improve or automatize them

• Quality, training, and knowledge: you set quality grids and create processes (new scorecard, leverage audits, which tickets to audit) but you also operate them (audit of audits, calibration sessions, etc.)

• Experience: You have about 1-2 years of experience in customer service, ideally you have already worked on customer support projects or other classic support functions (audits, partner management, etc.)

• Languages: You are native in French and fluent in English both written and spoken, as our team is international.

• Mindset: You deeply care about others, you like challenges, and you are known for your incredible energy! You are not afraid to take initiative

• Attention to details: You know that the devil is in the details, and you have a talent for spotting flaws when there are.

• Structured: You are data-driven and know how to do project management and break down large problems into actionable items.

• Efficiency: You are fond of productivity tools and able to deliver on time on projects with many stakeholders.

• 15-min call with the Hiring Manager

• 45-min personality interview with two team members

• A case study followed by a 45-min debrief

• 45-min Founders interview

• Reference calls

You might also be invited to meet other team members at the office for a coffee or a drink!