Customer Care Team Leader

il y a 3 semaines

Paris, Île-de-France Lemonway Temps plein

ABOUT LEMONWAY

Lemonway is a pioneering French fintech company transforming the payments landscape. As a European accredited Payment Institution, we operate across more than 29 countries, catering to the evolving needs of the digital economy.

Our mission is to redefine payment management for marketplaces, alternative finance platforms, and merchants. Our high-performance product suite is fully customizable to meet our clients' diverse requirements. From payment solutions to compliance services, we offer a comprehensive portfolio that empowers digital platforms.

Become part of a rapidly growing and dynamic organization that is introducing a powerful payment factory into a thriving market:

  • Over 140 dedicated and talented professionals
  • Shape the future of payments within the new digital economy
  • Engage in a collaborative, knowledge-sharing environment that nurtures individual talent
  • Thrive in a tech-driven and vibrant workplace
  • Work in a pleasant office atmosphere


POSITION OVERVIEW

As the Customer Care Team Leader, you will play a vital role within our Customer Services division, reporting directly to the Head of Customer Services.

Your primary objective will be to deliver an outstanding customer experience by effectively managing interactions with our products and services. You will oversee and coordinate a team of 5 full-time equivalents (FTE) focused on level 1 support and client coordination, based in our operational hubs.


Key Responsibilities

  • Inspire and lead a team of customer care specialists, fostering a culture of collaboration and excellence.
  • Manage team operations: resource allocation, prioritization of tasks, tools oversight, and adherence to KPIs and procedures.
  • Enhance customer support processes to ensure prompt, accurate, and courteous responses, ensuring no issues remain unresolved at higher support levels.
  • Oversee team training and development to enhance knowledge and autonomy.
  • Address and resolve complex issues in collaboration with payments, technical, and compliance teams.
  • Analyze customer feedback (NPS) to identify trends, anticipate needs, and propose ongoing service enhancements.
  • Collaborate closely with the Account Management team to foster long-term customer relationships.
  • Act as the voice of the customer to the Product team, contributing to the development of impactful products and processes.
  • Lead and participate in projects aimed at enhancing customer satisfaction.
  • Establish performance metrics (KPIs, SLAs) and generate regular reports to assess customer service efficiency and satisfaction.
  • Actively engage in the recruitment, training, and professional growth of team members.


CANDIDATE PROFILE

We seek an energetic, hands-on, client-focused, and solution-oriented individual.

The ideal candidate will possess exceptional communication skills and a proactive mindset.


Required Skills

  • A strong problem solver, committed to addressing customer inquiries with thorough understanding and expertise.
  • Proven experience in customer care, demonstrating strong leadership capabilities and prior management of a customer-facing team.
  • Detail-oriented and practical, with a hands-on approach to problem-solving.
  • Known for your ability to teach and share knowledge effectively, enhancing the skills of those around you.
  • Proficient in using data and analytical skills to drive improvements in processes and services.
  • Excellent written and verbal communication skills in both French and English; proficiency in additional languages is a plus.


Experience Requirements

  • Minimum of 5 years of relevant experience in a customer-facing role, ideally within a startup, fintech, or SaaS environment.
  • Familiarity with customer care tools such as ZENDESK, AIRCALL, INTERCOM, and SALESFORCE.
  • Previous operational management experience is essential.
  • Strong team spirit and leadership qualities, with a commitment to customer service excellence.
  • Effective problem-solving and conflict resolution skills.
  • Strong analytical capabilities with a keen attention to detail.
  • Ability to thrive under pressure and manage multiple priorities efficiently.
  • Experience in the payments, banking, or finance sector, particularly with APIs, is advantageous.

Lemonway is dedicated to fostering diversity and inclusion, particularly by promoting gender balance and the employment of individuals with disabilities.

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