User Care Manager

At Hublo, **we believe in the power of technology to transform the healthcare sector**. We envision a world where healthcare facilities are not just buildings, but thriving environments that inspire and support our healthcare professionals. To achieve this vision, we must first address the pressing need for healthcare facilities to recruit and maintain adequate staffing levels.

This is why Hublo developed a digital platform dedicated to them, now deployed in **4 500+ healthcare facilities** and used by **1 000,000+ healthcare professionals.** At the end of 2021, Hublo raised **22M€ to become the leading HR SaaS solution for healthcare in Europe.**

**Your role**:
As a **User Care Manager**, you’ll be at the heart of Hublo’s user experience. You’ll lead a team of dedicated Care Specialists, optimise operations, and build scalable solutions — turning Care into a strategic growth lever, not just a support function.

**Your mission**:
**1️⃣. Lead and Grow Your Team**:

- Coach, empower and challenge a team of high-performing Care Specialists.
- Create a culture of ownership, continuous learning, and user obsession.
- Set high standards. Address underperformance with courage and empathy. Celebrate excellence.

**2️⃣. Run Operations That Put Users First**:

- Own day-to-day operations across internal and outsourced support teams.
- Ensure every ticket is resolved quickly, thoroughly and with care.
- Monitor key metrics (First Reply Time, Resolution Time, Satisfaction). Act on what the data says fast.
- Manage escalations with calm and confidence.

**3️⃣. Drive Strategic Impact**:

- Use data and insights to shape Care strategy from resource allocation to automation.
- Build processes that scale: workflow optimisation, outsourcing, self-service, AI-powered support.
- Align with GTM priorities. Focus on the 20% that drives 80% of impact.

**4️⃣. Be a Key Cross-Functional Partner**:

- Turn user feedback into product improvements and influence the roadmap with real-world insights.
- Work hand-in-hand with Customer Success, Product, Tech and Sales to close the loop.
- Champion the voice of the user across the company.

**5️⃣. Build for Scale and Innovation**:

- Own and improve our support tooling (Zendesk and beyond).
- Introduce new systems, processes and automation to manage growing volumes — without compromising quality.
- Make Care a model of operational excellence.

**Why this role matters ?**:
At Hublo, support is not just about solving issues : it’s about designing an experience users remember.

As a **User Care Manager**, you’ll shape how thousands of healthcare professionals interact with our product day in, day out. You’ll ensure they feel heard, helped, and empowered.

Your work will reduce friction, increase loyalty, and create the foundation for long-term growth. This is an operational leadership role with real impact, and even bigger potential.

**What we're looking for**:

- 5+ years in Support/Care roles in SaaS, fintech or similar (Zendesk, high-volume environments).
- Proven experience leading teams and scaling support operations.
- A track record of improving workflows, launching new tools or driving automation.
- Strong strategic thinking and decision-making in fast-paced, high-growth settings.
- A user-first mindset and the ability to influence across Product, Tech and CS.
- First experience in team management and coaching,

**The experience we offer**:

- **Impact-first mission**: our focus on the healthcare sector offers a purpose-driven career.
- **Competitive compensation**: a total salary package (fixe + commissions) ranging from **60k to 70K€ OTE**per year based on your experience.
- **Professional growth**: a dynamic, human-scale structure that values initiative and dedication.
- **Responsible work environment**: we are B-Corp certified, acknowledging our commitment to continuously grow and improve as an environmentally and socially responsible company.
- **Dynamic locations**: our vibrant office on Rue de Paradis provides an inspiring setting.
- **Hybrid work policy**: flexible work arrangement—up to 10 remote days a month.
- **Strong onboarding**: a comprehensive program, guiding you through your initial weeks at Hublo.
- **Team cohesion**: build strong connections with colleagues through regular team events and an annual seminar, ensuring a connected and collaborative work environment.
- We also care about your well-being with tangible perks:_
- ️ **Benefiz** healthcare insurance**: 70% of it paid by Hublo
- **A Swile Card**: Providing you with access to €11/day in meal vouchers, 50% covered by the company
- ️‍️ Access to a **variety of sports activities** through our partner Gymlib
- A **Forfait Mobilités Durables**: giving access to €520/annual for your bike, your navigo/veligo/velib’s subscription, etc.

**Recruitment process**:

- **HR screen** with Pierre (Head of Talent Acquisition) - Visio - 30min
- **Manager interview**with Jérémie (Head of Caregivers Operations) - Visio - 1h