The opportunity

Are you passionate about customer satisfaction and believe togetherness is the key to success? Are you happy when helping others to achieve their objectives? If you want to work in a booming industry and feel you have what it takes, then you should apply for this role! We have an exciting opening in our amazing Customer Care Team, based in the heart of the 17th district in Paris.

We are looking for an enthusiastic Customer Care Lead to ensure the best experience for customers that need our help. You will join a close-knit team, with a good spirit and a fun and cooperative working atmosphere, part of the bigger Customer Experience team. You will be working with other leads in the Customer Care Team and will be reporting to the Customer Care Manager.

🎯 Your missions:

As Customer Care Lead you have an operational and managerial scope. This is a key position in the team as you are the one making sure that everything is going smoothly on a day-to-day basis in order to deliver the best experience to our customers. You are incarnating the Virtuo values and culture through your day-to-day work, and you show enthusiasm in your daily missions and behavior. The team sees you not only as a mentor, but as a role model as well.

Coach the Customer Care Team

• As a Lead, your role is to make sure the team is answering quickly and in an efficient way to our customers. We have a team that will need your support and supervision on: real-time management of our different communication platforms (Intercom, Aircall, Slack) and treatment of cases in our agile management tool (JIRA).

• You answer team members’ questions, provide advice when needed and are committed on maintaining a nurturing environment.

• You ensure the correct following of processes by the team (internal and regarding communication with customers) and also in the different departments.

Analyze the team’s performance

• You use core dashboards to manage performance, and conduct analysis to dive deep into key metrics.

• You make sure the team is reaching our SLAs.

• You follow up on the team members’ evolution through data, quality and real-time observation and constructive feedback in order to improve performance.

Ensure Customer Satisfaction

• You understand the drivers of great customer experience and how your team can have impact.

• You are making hard decisions on complex situations.

• As a customer-centric expert, you are leading by example, and are sometimes dealing directly with customers to solve sensitive cases.

Support Process Improvement

• You are in charge of escalating bugs and sharing feedback on recurrent issues with the Operations and Product teams.

• You are collaborating, participating in meetings with internal departments and partners, and identifying opportunities to enhance internal processes and improve overall efficiency and performance.

⚡ What’s cool about this job:

• The opportunity to join a fast-growing Customer Care Team: we aim to satisfy our customers but above all to leave the best impression.

• You will develop deep analytical, leadership and decision-making skills.

• New challenges: we are open-minded and there is always room for ideas. Your decisions and initiatives will have a direct impact!

• Work 4 days per week only and have a 4-day weekend every 2 weeks.

• You have relevant experience in a customer-oriented role (2 years at least).

• You love helping others and offering solutions.

• You are rigorous, autonomous, and resourceful: follow processes and challenge them.

• You have an analytical mindset and a sixth sense for problems.

• You enjoy going through complex situations (good stress control) and taking decisions (strong conflict resolution skills).

• You are a great communicator: you are not afraid to communicate with others and give feedback.

• Can speak and write impeccably in French and English (another language is a plus - Spanish, Italian, German).

• You are comfortable with new technologies and adapt easily to new software programs/tools.

• You are available evenings (until 9pm max) and every other weekend. You will have a rotating shift, where every two weeks you will have a 4-day weekend.

- Discovery interview with the People team

- Interview with your Manager

- Technical interview

- Culture Fit Interview and meeting with the Head of Customer Experience

🚙 Learn more about us:

Want to know more about us? Check our Candidate Kit

Diversity & Inclusion:

We believe that equality and diversity make us a better company and community. We currently have around 20 nationalities at Virtuo and we respect and value employees from every background. We are committed to making an impact on society and this is at the foundation of everything we do at Virtuo — from our product’s features to how we build our workforce. We take many initiatives to improve diversity and inclusion and we are proud we signed the PACTE by FrenchTech, an engagement to bring more parity in the start-up ecosystem.