Customer Care Operations Lead

il y a 3 semaines


Paris, Île-de-France Lemonway Temps plein
About Lemonway:
Lemonway is a pioneering French fintech company transforming the landscape of payment solutions. We specialize in providing innovative payment management services tailored for marketplaces, alternative finance platforms, and merchants. Our comprehensive suite of products equips digital platforms with the necessary tools for success in the evolving digital economy.

Role Overview:
As the Customer Care Operations Lead, you will play a vital role within our Customer Services division, reporting directly to the Head of Customer Services. You will oversee and manage a dedicated team of 5 full-time employees focused on level 1 support and client coordination across multiple locations.

Key Responsibilities:
- Lead and motivate a team of customer care professionals, cultivating a collaborative and high-performance culture.
- Coordinate team operations, including resource allocation, prioritization of tasks, management of tools, and adherence to established KPIs and procedures.
- Collaborate closely with the Account Management team to ensure a seamless customer journey.
- Establish and monitor performance metrics (KPIs, SLAs) and generate regular reports to evaluate the effectiveness and satisfaction of customer service.
- Actively engage in the recruitment, training, and ongoing development of team members.

Qualifications:
- Proven experience in customer care with demonstrated leadership capabilities and prior experience managing a customer-facing team.
- Strong analytical skills to identify and implement enhancements in organizational processes and product offerings.
- Excellent communication skills in both French and English.
- Familiarity with customer care tools such as ZENDESK, AIRCALL, INTERCOM, and SALESFORCE is essential.
- Previous experience in operational management is required.
- A commitment to teamwork and a passion for delivering exceptional customer service.
- Strong problem-solving abilities and effective conflict resolution skills.
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