Head of Customer Care
Il y a 7 mois
**Notre Société**:
**Training Orchestra** est le **pionnier **et **leader **des **solutions SaaS** pour la **gestion de la formation**. Nous aidons les organisations à optimiser leurs activités de formation.
Notre solution est utilisée par plus de **600 clients** implantés sur la plupart des **continents **, principalement des **Organismes de Formation** et des **départements RH/Formation** de grandes entreprises telles que **_Porsche, Safran, PWC, KPMG, Lloyds ou encore General Electric_**.
Seule **EdTech **européenne reconnue comme** Strategic Leader** dans le baromètre Fosway 9-grid, et forte d’une **croissance annuelle à 2 chiffres**, nous sommes en permanence à la recherche de nouveaux talents pour apporter leur expertise et évoluer dans un **environnement international** et **innovant**.
Dans le cadre de notre développement, nous recrutons un Head of Support pour accompagner notre équipe Support.
**Votre mission**:
Vous mettrez en place les **outils, procédures, et indicateurs de pilotage** pour permettre:
- À votre **équipe Customer Care **d’agir efficacement dans le cadre de ses activités quotidiennes
- À la **Direction **de disposer des **indicateurs **suffisants pour s’assurer de **l’efficacité **et de **l’efficience **de l’équipe Support
- À l’équipe « **Customer Success** » de disposer d’une** information fiable** et actualisée de la **situation** de **chaque Client** en vue notamment des **interactions **qu’elle se doit
d’organiser régulièrement avec ces-derniers
- À **l’entreprise**, de respecter ses engagements en matière de **SLA **et de **qualité se**
**service**.
Pour ce faire, vous contribuerez à la **résolution des problèmes** rencontrés par les **clients** en collaboration étroite avec l’équipe « Produit »:
- Prise en charge des **tickets **;
- **Analyse **et **qualification **des **anomalies **remontées par les clients
- **Identification **de **protocoles **de **contournement **en cas d’anomalie détectée
- **Identification **des **besoins d’accompagnement additionnels** des clients
- Prise en charge de certains accompagnements.
- **️Vos points forts**
Pour cela, vous justifiez de l’expérience professionnelle suivante:
- Diplôme Bac+5
- 2-5 ans d’expérience en tant que Customer Care Manager chez un **éditeur de logiciel**
Vos atouts principaux:
- Français et **Anglais courant**:
- Résolution de **problème complexes**:
- **Autonomie **et **flexibilité**:
- **Data driven**:
- Pédagogie
- Team spirit
- **️Pourquoi nous rejoindre ?**
Basés au centre de **Paris **dans le 8ème arrondissement (proche Auber - St Lazare), vous travaillerez au sein d'une **équipe multiculturelle à taille humaine **qui favorise l’**autonomie **et la **proactivité **
Nous avons à cœur la **montée en compétences** de nos collaborateurs afin d’améliorer leur expertise et faciliter ainsi leur évolution vers des **postes stratégiques en France et à l’international**.
Si vous êtes intéressé, contactez-nous
- Département- Customer Care- Localisations- Paris- Statut à distance- Hybride
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