About the Job: 

Reporting directly to our Customer Service Director, our Head of Customer Care will lead the Yousign’s Customer Care team and ensure the quality of the treatment of user requests. 

You will be responsible for ensuring the smooth running of support on a daily basis, and for identifying the changes required to optimize the activity in order to define and lead the customer care roadmap.

The ultimate goal is to scale the support and improve Yousign’s growth while maintaining a high quality of service. In this context, the evolution of the processes and tools will be essential for intelligent scaling.

Missions: 

Management: 

• Organize, animate, and develop the Customer Care department (4 people currently) which supports our customers in their needs on the subjects of use of our product or administrative support and their possible technical problems
• Monitor & improve team’s KPIs and performances
• Create a positive work environment for the entire team and ensure its well-being and the development of individual skills

Organization:

• Build, define and develop different levels of support (1/2/3)
• Assure the best service quality for our customers
• Manage sensitive complaints
• Manage performance and satisfaction indicators for exchanges with our customers

Operations: 

• Contribute to the continuous improvement of Yousign’s processes and guarantee their proper application through the performance
• Work hand in hand with the Engineering & Product, Sales and Operations teams to ensure the fluidity of exchanges, deliver feedback and optimize processes for your team

Profile:

• You are a customer care expert with at least 5 years of experience in start-up/tech/SaaS sector including one as manager of the team
• You know how to set priorities, objectives and perspectives for teams
• You have led structuring and flow management projects
• You are comfortable with complex and / or highly technical subjects and data analysis is no stranger to you
• You are passionate about process optimization, you improve each indicator according to priorities
• You are attentive, good at communicating, able to question yourself and you know how to adapt to each person's personalities
• You are fluent (written and spoken) in English & French

You are a tenacious, autonomous and creative person with a spark of curiosity. Your ambition and your team spirit will help you lead and create the best of Care teams. You are also “hands on” which allows you to manage by example! 

Team: 

You will join the Customer Service Business Unit, today composed of:

• Alice, our Customer Service Director
• Customer Onboarding Team - responsible for training our customers
• Customer Care Team - in charge of technical support
• Customer Support Team - which supports our customers in their daily lives

The Customer Service Team commit to provide our customers with an unforgettable experience. Its development is a priority, in order to support the success and the growth of Yousign.