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Head of Customer Service (H/F)

CDI
Paris
Salaire : 40K à 65K €
Début : 31 octobre 2021
Télétravail total
Expérience : > 5 ans
Éducation : Sans diplôme

Ulysse
Ulysse

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Le poste

Descriptif du poste

🎯 The not impossible missions

We think that job offers are often very abstract so here is the first challenge you will have to face: define the top 5 customer service tasks to automate in order to reduce answer time. After successfully taking up this challenge, your main responsibilities would be:

  • Lead ops & care teams: attend leadership meeting, report on teams evolution (set and follow KPIs), training, team structure & meetings.
  • Lead customer ops: requires travel industry knowledge, GDS knowledge or willingness/ability to learn quickly, as we will start to emit our own tickets soon.
  • Lead customer care: experience and empathy dealing with this specific craft, conflict-resolution, process for complex cases, FAQ and more.
  • Grow the support team: source, select, and recruit top-tier talents.
  • Be responsible for the successful scaling of the support teams: strategically by imagining the future of Ulysse-level customer support at scale, operationally by giving care agents the tools and processes to work smarter and faster.
  • Collaborate with tech & product to build the future of Ulysse: from sharing team pain points to inspire product development, to imagining new products altogether, be a significant part of the product process.

Desired outcomes

  • Customer support operations keep operating in an excellent way at scale.
  • Customer team members are satisfied and are given a chance to evolve.
  • Ulysse as a company undergoes a dramatic upgrade in our understanding and operations with the GDS ticketing nuts and bolts.

⛱ The (nice) working environment

As a famous Michael J. says, “All players must put their talent at the service of the team”.

We totally agree with His Airness. So that each member of the crew can express their talent, we offer a stimulating working environment :

  • Office in the ❤️ of Paris (metro station: Poissonnière).
  • Flexible remote policy.
  • Free flights as a yearly bonus.
  • 100% health coverage (hi Alan).
  • Remote trips every 6 months.
  • Transparent remuneration system based on objective criteria with meaningful equity package for all crew members.

Profil recherché

👋🏼 You’re more than welcome on board if…

You are or have:

  • Minimally 5 years of work experience preferably across customer service and/or operations in a fast-moving environment (scale-up).
  • Ability to work with remote teams and across time zones to foster a cohesive and creative work environment.
  • Balance attention to detail with swift execution.
  • Self-starter and high on ownership being able to drive the narrative and teams behind the vision.
  • Clear communicator: you are a clear and concise communicator with the ability to synthesise a lot of information quickly, highlight the key takeaways and disseminate impactful insights.
  • Strong analytical and Excel / data management skills.
  • Ability to structure & deal with ambiguous problem statements, being able to drive clarity in unclear scenarios.
  • Fluent in English and French.

And you want to help us build the best product for booking your own plane tickets.

VIK (Very Important to Know)

  • We don’t care if you come from a university or business school. The most important thing for us is your mindset, your motivation and the skills needed of course.

  • A real plus: you’ve already had startup experience.

  • A real minus: you’ve never traveled.


Déroulement des entretiens

🤓 Recruitment process

  1. Quick call with Elodie, Customer Success Team Lead (30’).
  2. Cultural fit interview with 2 crew members (1h).
  3. Home case study & review (1h).
  4. Interview with the 2 co-founders Axel (CEO) & Lancelot (CTO) (45’).
  5. Drink or lunch with the crew.

Envie d’en savoir plus ?

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