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Head of Customer Service OCUS
End-to-end imagery lifecycle solution with real-world photography and AI editing.
CDI
Paris
Télétravail fréquent
Salaire : non spécifié
Les compétences que l’on cherche
Communication
Zendesk
Votre nouvelle entreprise
40 collaborateurs
Artificial Intelligence / Machine Learning
Âge moyen : 32
Créée en 2016
55%
45%
Turnover : 5
In the digital age, images are crucial in driving customers decisions. To outperform competitors and capture market share in a crowded landscape, companies need high-impact, brand-consistent images that deliver results.
But while imagery is essential to perform, it’s still painful to handle at scale. Sourcing, moderating, editing, managing and optimizing visuals is slow, complex and costly. Customers journey and sales funnel are sub-optimal, resulting in lower traffic, weak conversion rates, poor client retention and a damaged brand.
As a visual-tech company, Ocus provides an end-to-end solution that handle imagery lifecycle from real-world photography to AI-based visual moderation and editing.
Vos missions au quotidien
The Head of Customer Service will lead our customer service department and ensure our customer support operations exceed our customers’ expectations. The successful candidate will be an experienced leader, well-versed in the technical aspects of customer service platforms, particularly Zendesk, and skilled in data analysis to drive service improvements.
Responsibilities
Oversee the daily operations of the customer service department, ensuring a high standard of service delivery.
Develop and implement customer service policies and procedures to maximize customer satisfaction.
Manage and scale our use of Zendesk, optimizing workflows, automating processes, and ensuring the support team is fully trained on the platform.
Analyze customer service metrics and feedback to identify trends and insights, reporting findings to senior management and using data to inform strategic decisions.
Lead and train the customer service team; including hiring, onboarding, and professional development.
Work cross-functionally with the product and engineering teams to address technical issues affecting customer satisfaction.
Establish and monitor performance metrics for the service team, setting objectives that align with the company’s business goals.
Address complex customer service issues that are escalated by team members.
Ce que l’on cherche
Minimum of 5 years of experience in customer service leadership roles, preferably in a technology-focused environment
Proven expertise in Zendesk
Strong background in data analysis with the ability to interpret and leverage customer data to improve service delivery
Excellent leadership and team management skills, with a track record of motivating staff to achieve excellence
Outstanding communication and interpersonal abilities
A customer-oriented mindset with a proactive approach to problem-solving
Experience in creating and delivering training programs
Ability to work effectively in a fast-paced, dynamic environment
Avantages
Nos étapes de recrutement
The recruitment process for the Revenue Operations Manager position involves five steps:
1. Manager Interview: An initial interview with the hiring manager to assess your experience and suitability for the role
2. Business Case Assignment: You will be given a business case to work on, showcasing your analytical and strategic thinking skills
3. Meeting with the COO: An in-depth discussion with the Chief Operating Officer to understand your approach to operations and management
4. Final Interview with the CEO: The concluding interview with the CEO, focusing on vision alignment and cultural fit within the company
Chiffres clés
En bref
Année de création
2016
Nombre d'employés
40
Âge moyen
32
Turnover
5
Genre
45%
55%
