Malt
Malt

Customer Care Representative

Join Malt, Europe's leading freelance marketplace, as a Customer Care Representative. In this role, you will be the first point of contact for clients and freelancers, ensuring operational excellence and driving user satisfaction. You will also have the opportunity to influence Malt's evolution by communicating operational insights to the Product team. The ideal candidate will have significant experience in an operational support/customer care role, excellent communication skills, and a proactive mindset.

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Sumár práce
Plný úväzok
Paris
Žiadna práca na diaľku
Plat: Neuvedené
Zručnosti & odborná znalosť
Komunikačné zručnosti
Google Meet
Zendesk
Actively
Intercom
+1
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Assurer l'excellence opérationnelle et la satisfaction immédiate des utilisateurs en gérant un volume quotidien de demandes.

Être le premier contact pour nos utilisateurs et la clé pour garantir la fluidité des projets en diagnostiquant et en résolvant les problèmes.

Compiler et documenter de manière structurée les points de friction récurrents et les problèmes fréquemment soulevés, et communiquer ces informations à l'équipe produit.

Malt
Malt

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Pozícia

Popis pracovnej ponuky

🪐 Discover our galaxy

Join the Future of Work ! Malt is Europe's leading freelance marketplace, connecting over 700,000 talented freelancers with 70,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different:

- A diverse team of 600 Malters across 6 European countries

- A culture that champions equality (50% of our Comex are women) and inclusive growth

- Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI

- A mission to give everyone the freedom to work differently

Ready to help shape the future of work? Your next chapter starts here! 🪐

At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.

Explore your future career  🔭

As a Customer Care Representative, you will be responsible for improving the user experience for both clients and freelancers across all channels (phone, email, chat, etc.).

Because Malt is growing very fast and the quality of customer relations is essential to our success, we expect you to be resourceful, curious, and have a problem-solver mindset ready for any challenge!

Reporting to the Head of Customer care, you will enhance the excellence of Malt's service and will be required to work with international teams as part of our growth across Europe.

Key responsibilities✨

  • The Challenge 💪

    • Ensure operational excellence and drive immediate user satisfaction.

    1. Operational Management and Rapid Resolution 

  • This role is at the heart of our business: you are the first contact for our users and the key to ensuring project fluidity.
  • Be the first responder and the key entry point for managing a daily volume of incoming requests (tickets) from our clients and freelancers.
  • Ensure the reactive processing and complete follow-up of user interactions via email, chat, phone, and social media.
  • Accurately diagnose issues (billing, payment, technical, platform visibility) and resolve them autonomously or escalate them quickly to the relevant internal teams (Product, Finance, Sales).
  • Be the go-to contact for managing critical incidents during a project (first-level mediation, restoring constructive communication).

    • 2. The Voice of our Users Internally 

  • Your daily resolution work places you in a unique position to influence Malt’s evolution.
  • Compile and document in a structured way the recurrent friction points and frequently raised issues identified through support.
  • Communicate these operational insights to the Product team to help prioritize future fixes and improvements.
  • Become the undeniable expert of our platform, capable of turning a problem into a “Wow” effect thanks to the quality of your service.
  • Actively participate in improving our knowledge base and internal processes.

    • Qualifications and Requirements:

  • Organized, rigorous, and reliable: You manage your requests from A to Z autonomously.
  • Achieving “inbox zero” is a daily necessity to guarantee our quality of service.
  • Proven Experience: You already have significant experience in an Operational Support/Customer Care (Ticketing) role, and are comfortable with the concepts of SLA (Service Level Agreement) and high-volume ticket management.
  • Experience working with a modern ticketing tool (such as Zendesk, Intercom, or Freshdesk) is a strong plus.
  • Relational Mastery: You demonstrate great professionalism in your exchanges (both oral and written) and are able to keep your cool even in tense situations.
  • Commercial Mindset: Comfortable on the phone and focused on rapid resolution, you don’t let anything slip by!
  • Proactivity: Reactive, conscientious, and organized, you are passionate about evolving within a meaningful startup and participating in its development

    • How to join the mission? 🚀

    A first Google Meet call with Claudia, Talent Acquisition Manager.

    Then, a second interview with , Nickerlyne Bellevue, your future N+1.

    A business case to test your skills.

    A final interview with your Head of Customer care & administration Edward Flach and you join us!

    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 new joiners at our office in Paris

    - Equity: Every Malter is entitled to stock options 

    - Lunch vouchers (legal benefit): €9/day on your Swile card

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

    - Healthcare insurance (legal benefit) 

    - RTT: From 8 to 12 days off per year

    - Sports: Company participation to a Gymlib membership

    - Malt sabbatical: Every three years, all Malters are entitled to a one month fully paid sabbatical leave

    - 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 policy balancing on-site and home office

    - Team building events organized every year

    Ready? Get your ticket to Malt 🪐 

    At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability. Our mission is to create a work environment where everyone feels valued, respected, and safe to thrive.

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