Team description:

As Livestorm is growing rapidly, our team is aiming to scale the care and support we provide to a wider customer base. We have big objectives! We’re looking into tripling our customer experience team in the upcoming months. While we’re rapidly growing, we need team leaders who are passionate about supporting our team members and empowering them to give the best customer support.

As a Customer Care Manager, you’ll be joining the Customer Experience team. You will be managing 6 Team Leads and empowering them to help lead their own respective teams. You’ll also work alongside our Customer Operations Manager and our Product Education Expert. You will be reporting to Elif, our Head of Customer Experience.

While Livestorm has headquarters in Paris, we are a remote-first company. As a matter of fact, members of our team are located between France, Spain, USA, Germany, Greece…, so we are looking for the best talent, no matter where you live.

Missions:

In this role, you’ll be responsible for:

• Managing 6 Care pods. A Care pod is made up of 1 Team Lead and 5 Care Experts. You will ensure that the pods coordinate efficiently and perform at the highest level.
• Training, guiding, and supporting your team from a managerial standpoint. You will be responsible for hiring, coaching, and retaining our top talent.
• Delivering on the quarterly Objectives and Key Results defined by the Head of CX. You will monitor the results and help resolve any blockers to ensure that your team stays on track with the goals.
• You will take action to constantly improve the performance and efficiency of the team.
• You will be responsible for our support queue and make sure that it’s handled as efficiently as possible.

For this Customer Care Manager role, we are looking for someone with the following experience:

• Strong experience in people management
• Strong experience in queue and incident management
• Experience in omni-channel support (chat, email)
• Background in customer support / success / experience in the SaaS industry would be a big plus
• Fluency in English is required, flucency in French would be a big plus
  Moreover, we are looking for someone who can work in the Paris timezone (we accept a jet-lag of 2 hours maximum).

Confidence can sometimes hold us back from applying for a job. But we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

What it is like to join Livestorm and the Stormies:

🗺 Work from anywhere you want:

• 🏡 Home (participation for equipment and costs, according to our expense policy)
• 🏢 Paris office (snacks, drinks, afterworks…)
• 💼 Coworking space (covered up to €300 including VAT per month, or local currency equivalent)
• 🚉 Business trips are covered (according to our internal T&E policies)
• 🚲 Sustainable mobility package for daily trips to go to work

🎉 Cheer up your Stormie life:

• 🎿 Off-sites twice a year
• 🕹 Weekly activities (online board games, riddles…)
• 👐 Teambuildings
• 🗣 Monthly Talking times

💙 Take care of yourself (with Moka.care)
🤝 Participate to our referral program

And also, benefit from:
🌍 All legal and mandatory benefits from your work country for EOR contracts.
🇫🇷 All French legal benefits for French contracts: €9 of lunch vouchers with Swile (covered at 50%), health insurance with Alan (covered at 50%), transport subscription to go to work (covered at 50%), and CSE with cultural & sport activities via Leeto.