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Malt
Malt

Stage - Customer Experience Representative (H/F)

Stage(6 mois)
Paris
Salaire : Non spécifié
Début : 08 janvier 2023
Télétravail fréquent

Malt
Malt

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Discover our galaxy 🪐

Since 2013, when Malt was founded by Vincent Huguet and Hugo Lassiege, Malt has become Europe’s fastest-growing freelance marketplace, now home to a dynamic community of 470k+ freelancers, 50k+ companies, and 500+ Malters.

At Malt, we believe that success is powered by the perfect combination of the right people, the right team, and the right projects.

To do this, we’ve built the industry’s leading freelance management solutions—all on a powerful, AI-driven tech platform—to match companies with the right freelance talent. But we’re more than just a connector. Our marketplace streamlines freelancer-client communications, simplifies administrative and legal tasks, expedites invoicing and payments, and so much more. It’s all about giving both freelancers and companies added peace of mind, so that every experience on Malt is nothing less than (inter)stellar.

Today, our company is growing fast! We have recently acquired Comatch, the Berlin-based marketplace for independent management consultants and industry experts.

We need people like you to help us write this next chapter. So, if you’re up for a rewarding challenge, don’t wait—get your ticket to planet Malt today. Because together, we can change the world of work.

We are a tech company with a human approach 👽

- Strong company culture fueled by 500+ Malters from 18+ countries

- Offices in France, Germany, Spain, Belgium, United Kingdom, the Netherlands and the Middle East

- Committed to equality and diversity (50% of people managers are women)

- Strong career path policies allowing all Malters to develop and grow equally

- Backed by renowned investors including ISAI, Eurazeo Growth, Goldman Sachs and BPI France

- Recognized twice by LinkedIn as one of the best start-ups to work at

Explore your future career 🔭

About the role

By joining Malt's Customer Care team, you will have the opportunity to learn about multiple topics and gain a 360 degree understanding of our product and services. As a Customer Support Hero, you will be the point of contact between the Sales, Community and Finance teams as well as the Product team. You will work hand in hand with a highly motivated, challenging and international team (French, Spanish, German..).

Here is an overview of the missions you will be working on:

  • Improving satisfaction and UX (user experience) on a daily basis: 
  • You will have to bring a precise and fast answer to our freelancers and customers on all contact channels: emails, phone, Facebook, Twitter, Intercom 
  • You will also have to manage complex cases on compliance, payments, invoicing, etc. 
  • You will act as a mediator in disputes between freelancers and clients to help them find an amicable solution
  • You participate in  centralizing the feedbacks from our users, and you help define the improvements needed with our Product team you turn your experience in expertise and feed our knowledge base and external FAQ 
  • Internal Support: 
  • You act as first filter on bugs escalation and participate in triage and issues resolution towards our  developers.
  • The team’s 360° knowledge and expertise is beneficial to all teams at Malt  and you participate in building efficient internal support flows.
  • Innovation / Process Automation: 
  • Working with the Customer Care team also means identifying operational pain points you participate in designing processes  optimizations or possible automations to be implemented within the team

    • Preferred experience

  • You like to take up challenges, you are solution oriented and not afraid to express your ideas to improve our operations, and you are more than motivated to invest yourself in the development of an ambitious scale up
  • You have a very good human contact and a good oral communication skills 
  • You are rigorous, autonomous and very organized
  • A first experience in a relational position is a plus. English is necessary to communicate with our colleagues in Spain and Germany as well as with our international clients.
  • You are fluent in French or have a working proficiency

    • Our Recruitment process

  • First call with Nicolas (our Talent Acquisition Specialist), to better understand your background, aspirations and answer your questions (20 minutes)
  • Interview with your Margaux Temps or Sarah Rezzoug, to discuss your experience and the role in more detail (45-60 minutes)
  • Home assignment to prepare in order to evaluate your hard skills
  • Then you'll meet the Josselin Raguenet, our Director of Community Success & Care
  • Your profile is validated, and will welcome you in our Parisian office in January 2023 !    

    • ☎️ Proposal within 48h

    Malt is the perfect space to thrive personally and professionally 💫

    - Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris

    - Paid vacation - 1 paid day/month worked for interns, 5 weeks/year for apprenticeships

    - Lunch vouchers: €9/day on your Swile card

    - Transportation: 50% reimbursement (any type of transport)

    - Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow.

    - Remote work: Hybrid remote policy

    - Annual off-sites: Les Arcs, Amsterdam, Ibiza… Where next ?

    Ready? Get your ticket to Malt 🪐 

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