Customer Care Manager (H/F) - CDI - Paris

Résumé du poste
CDI
Paris
Salaire : Non spécifié
Télétravail fréquent
Compétences & expertises
Contenu généré
Compétences en communication
Formation et perfectionnement
Jira

Wiremind
Wiremind

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Le poste

Descriptif du poste

Since 2014, Wiremind has positioned itself as a technical company transforming the world of transport and events with a 360° approach combining UX, software, and AI.

Our expertise lies primarily in optimizing and marketing our clients’ capacity. We work on various projects such as ticket forecasting and pricing, 3D optimization of air freight or scraping competitor prices. Our applications are the preferred tool of companies such as SNCF, United Airlines, Qatar Airways or even PSG to visualize, analyze and optimize their capacity.

Dynamic and ambitious, we strive to maintain our technical DNA which is the engine of our success. The company, profitable and self-financed since its creation 10 years ago, is mainly composed of engineers and experts and currently supports the growth of our business model based on “software-as-a-service” solutions.

The Customer Care Manager at Wiremind is the primary contact for clients, tasked with assisting them in problem-solving and enhancing their user experience. Supported by Product Experts within the larger CAYZN Product team, their main focus is on methodically take note of bugs, and escalate them to the technical team.

Simple client queries are directly handled by the Manager, while complex issues may require collaboration with experts within Wiremind. The Manager ensures smooth resolution progress and keeps clients regularly updated.

Additionally, they may undertake missions to enhance processes or the CAYZN application based on their expertise.

Main missions:

Managing Jira Tickets

  • Drafting initial responses to Jira tickets submitted by clients

  • Resolving simple issues (e.g., password reset, assistance through documentation, data refresh in the application).

  • Escalating complex issues to the appropriate engineering teams.

Ensuring Customer Care

  • Regularly updating clients on the progress of their tickets, even in the absence of updates or if the team is still investigating.

  • Maintaining transparent and proactive communication to ensure customer satisfaction.

Weekly Reporting

  • Creating weekly reports on Jira tickets raised in the previous week.

  • Identifying tickets still requiring work and ensuring follow-up.

Proactive Customer Care

  • Organizing proactive feedback sessions with clients.

  • Anticipating client needs and identifying potential issues before they are reported via tickets.


Profil recherché

  • This position is open to recent graduates, ideally with prior experience in customer satisfaction tracking.

  • You should possess excellent written and verbal communication skills, capable of maintaining a positive and professional client relationship.

  • You should have a strong ability to manage multiple tasks and priorities simultaneously, with particular attention to detail.

  • Proficiency in both French and English is required. Knowledge of other European languages is considered advantageous.

BENEFITS OF THE JOB

By joining us, you will integrate:

  • A self-financed startup with a strong technical identity! 🧬

  • Beautiful 700 m² offices in the heart of Paris (Bd Poissonnière) ✨

  • Attractive remuneration indexed on performance 💪

  • A caring and stimulating team that encourages skills development through initiative and autonomy

  • A learning environment with opportunities for evolution 🧑‍💻

You will also benefit from:

  • Training on demand💡

  • A hybrid policy: 2 days of remote work per week and the possibility to work occasionally from abroad 💻

  • A great company culture (monthly afterworks, regular meetings on technology and products, annual off-site seminars, team-building…)


Déroulement des entretiens

  1. An initial discussion with Clara, our Talent Acquisition Manager

  2. An interview with your future manager

  3. A case study and a presentation at our offices

Wiremind is committed to equality of opportunity, diversity, and fairness. We encourage all candidates with the necessary experience to apply for our job offers.

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