Head of Customer Support, Trust

il y a 1 mois

Paris, Ile-de-France Timeleft Temps plein

WHAT IS TIMELEFT?



Timeleft is more than an app; it's a revolution against urban loneliness. Launched on May 1, 2023, our unique concept of dinners with strangers in major cities has quickly become a weekly highlight, offering genuine human connections.


Every Wednesday, we host over 7,000 strangers in 500+ restaurants across 80 cities in 18 countries. As we expand our reach, we're inviting dynamic individuals to join us on this journey.


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WHAT WILL YOU BE DOING?


As our future Head of Customer Support, Trust & Safety (CSTS), your mission will be to lead and shape the strategies that ensure our users have a seamless and secure experience. You will be responsible for overseeing all customer support functions and ensuring that our support team is empowered to deliver exceptional service. Additionally, you will develop and implement policies and practices that maintain user trust and safety across all interactions with Timeleft.


We are looking for someone who not only has a proven track record in customer support and trust & safety management but also shares our passion for building communities and fostering genuine human connections. If you have solid experience in developing and executing customer support strategies and trust & safety policies, and are ready to take on the challenge of ensuring a safe and positive user experience, Timeleft is the perfect place for you.


As the future Head of CSTS at Timeleft, you'll embark on a comprehensive journey to elevate our customer support standards and ensure our platform remains a safe and welcoming space for all users.


Your missions will include:


Team Management:

  • Hire & develop a high-performing customer support team
  • Structure and organize the team to maximize efficiency and impact.
  • Anticipate hiring needs in line with company growth and seasonal demands.
  • Foster a collaborative and supportive team culture.


Customer Strategy:

  • Define and implement a long-term customer strategy to ensure a seamless, transparent, and efficient customer experience.
  • Audit and improve existing processes to enhance the customer journey.
  • Provide end-to-end and proactive management of customer issues.


Performance Management:

  • Set quality and performance objectives for the customer support team.
  • Establish and track KPIs to evaluate, animate, and communicate the team's performance.
  • Analyze data and performance metrics to identify opportunities for improvement in customer satisfaction and retention.


Cross-functional Project Management:

  • Act as the bridge between the customer support team and the product team.
  • Ensure that customer feedback and field issues are effectively communicated to the product team.
  • Collaborate with the product team to prioritize and implement product improvements based on real-world user experiences and feedback.
  • Challenge internal processes impacting customers to ensure smooth communication and information flow with all internal teams (Sales, Account Management, Marketing, etc.).
  • Adapt our customer strategy to meet the challenges of international expansion.


Trust & Safety Oversight:

  • Develop, refine, and operationalize user policies to ensure consistent and scalable enforcement worldwide.
  • Work closely with Product, Engineering, Communications, Legal, and other teams to drive trust & safety strategies.
  • Oversee audits, reviews, and in-depth research to improve policies and maintain feedback loops.
  • Address and manage any safety issues proactively and efficiently.


Vision and Strategy:

  • Drive the vision and strategy for Timeleft’s Trust & Safety and Customer Experience teams.
  • Partner with cross-functional leaders to build and deliver world-class products and programs.
  • Clearly communicate roadmaps, priorities, experiments, and decisions across the organization.
  • Define and advance metrics to inform the success of products, programs, and features shipped.


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WHAT’S IN IT FOR YOU?


  • A front-row seat in an exciting, fast-growing startup.
  • Competitive remuneration and flexible office hours.
  • The opportunity to develop your position and responsibilities as Timeleft grows.
  • Take part in Timeleft dinners and see for yourself the impact we have on people's lives.
  • Fighting the loneliness epidemic in big cities.


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REQUIREMENTS


  • An empathetic and patient individual who enjoys helping others and solving problems.
  • Mandatory Technical Skills: Proficiency in Slack and Notion is essential for daily operations and collaboration.
  • Proven experience in customer support and trust & safety roles, preferably in a tech startup environment.
  • Strong leadership and team management skills, with a track record of building and leading successful teams.
  • Excellent communication skills, with the ability to craft clear and effective policies and responses.
  • Knowledge of customer support software, automation tools, and data analytics.
  • Experience with crisis management and developing crisis response strategies.
  • Bonus: Familiarity with platforms such as Zendesk, Intercom, or similar.


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INTERVIEW PROCESS?


  • Read this ad properly to make sure you meet the criteria.
  • If you are selected, a 30-minute video call meeting to present the project in more detail and explain what you will have to do and answer your questions.
  • We are looking for someone who can start June 1st :)

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