Lead Customer Care - Remote

Overview

As the Lead Customer Care, you will be responsible for overseeing the entire post-sales customer experience, focusing on a smooth and engaging client onboarding process and efficient handling of Level 1 support tickets. You will play a key role in customer satisfaction, retention, and product adoption.

In Short

• Design and improve onboarding journeys for different customer profiles.
• Guide clients through product setup and usage.
• Monitor onboarding processes for successful account activation.
• Oversee incoming support tickets and handle Level 1 inquiries.
• Track and report key support KPIs.
• Lead and mentor a Customer Care team.
• Establish efficient support processes and workflows.
• Propose improvements for customer satisfaction.
• Strong experience with customer support tools.
• 3–5+ years of experience in customer support or success.

Requirements

• Native or fluent in French and fluent in English.
• Customer-centric mindset and excellent interpersonal skills.
• Organized, detail-oriented, and autonomous.
• Ability to multitask in a fast-paced environment.
• Leadership abilities.

Benefits

• Opportunity to lead a team in a tech environment.
• Contribute to customer retention and success strategies.
• Engage with cross-functional teams.
• Regular feedback and insights on customer satisfaction.
• Work in a dynamic and collaborative environment.