Customer Support Operations

Il y a 3 mois


Paris, France clone-fr Temps plein

**Clone (ex Not So Dark) est l’une des principales entreprises de foodtech en Europe. Clone crée des marques de livraison de Food en ligne, aidant les restaurants à générer des revenus et des bénéfices supplémentaires grâce à un modèle commercial et une technologie unique.**

Créée en 2020, notre modèle de licence de marques permet à nos partenaires d’utiliser la capacité maximum de leur établissement en mutualisant leur espace et leur staff pour générer du CA additionnel. Clone a développé des marques simples à opérer et conçues de A à Z pour la livraison, du sourcing des ingrédients à l’approvisionnement des restaurants en passant par la gestion de la relation avec les plateformes de livraison, et des stratégies de marketing et de promotion.

**Clément Benoit, cofondateur de Clone: “Uber ne possède aucun taxi. Airbnb aucun appartement. Nous avons le même modèle pour devenir le numéro 1 de la Food Delivery en Europe sans une seule cuisine.”**

Clone en chiffres:
**~30 marques virtuelles (et de nouvelles marques à venir)**

**~1000 restaurants partenaires opérant**

~**100 villes en France & Belgique**

**+20% de croissance par mois**

**Objectif : X 10 sur les 12 prochains mois**

Intégré(e) dans une équipe d'un quinzaine de collaborateurs et en tant que Customer Support Operations, votre rôle sera de:

- Assurer l’organisation et le traitement du lancement des nouveaux stores sur les plateformes. 90% du poste.
- Répondre aux appels téléphoniques français / anglais et accompagner nos partenaires (restaurateurs, fournisseurs, etc.) à trouver des solutions à leurs problématiques. 10% du poste.
- Dépasser les attentes de nos clients et maintenir l’excellence opérationnelle.
- Répondre aux besoins de nos clients et fournir un soutien ad hoc à tous les membres de l’équipe.
- Avoir un état d’esprit positif axé sur la satisfaction du client.
- Atteindre un très faible taux d’incidents non résolus (investiguer et transmettre les informations aux équipes concernées (OPS, produit, marketing) à temps pour résoudre un problème).
- Résoudre les problèmes en suivant les politiques et procédures établies.
- Contribuer à la structuration de l’équipe, de l’organisation et des processus du support client.
- Solides compétences écrites et orales en Espagnol et en Français.
- Emphatique et à l’écoute par nature, vous aimez résoudre les problèmes des autres.
- Avoir un esprit d’équipe et être capable de faire le lien entre nos partenaires (restaurants, fournisseurs, etc.) et les équipes internes.
- Indépendant(e)/autonome, flexible, vous êtes capable de trouver des solutions créatives et pragmatiques.
- Participer à des projets visant à améliorer continuellement les processus internes.

Points bonus si:

- Passionné(e) par l’industrie FoodTech et les modèles des Dark kitchens.
- Expérience dans des rôles / services similaires (Customer Success ou Customer Support).
- Expérience dans l’hôtellerie et/ou la restauration
- Expérience avec le logiciel Hubspot CRM


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