Technical Services Performance Associate

**Doctolib is recruiting a new Technical Services Performance Associate to join the Global Technical Services Performance team.**

Doctolib's Global Customer Care department is split into local Customer Support teams, local Technical Services teams, and global Customer Care Performance teams.

Performance teams' main mission is to identify key improvements on Productivity and Quality to guarantee the excellence of service provided to our users.

Within Performance teams, the Global Technical Services Performance team focuses on structuring and scaling the Technical Services teams (+70 people) in a context of fast-paced expansion, with the objective of offering the best in class customer service in Europe.

As a Technical Services Performance Associate, you will work closely with the Executive team, our Customer Care Managers, and other teams among Sales and Tech & Product departments. You will have a global scope, with teams based in France (Levallois & Nantes), Germany (Berlin) and Italy (Milan).

**Who We Are?**:
Founded in 2013, Doctolib is the e-health leader in Europe. Doctolib improves the daily lives of more than 300,000 healthcare personnel thanks to innovative medical software. Doctolib also makes access to healthcare fast and equal: more than 60 million Europeans book their appointments and manage their health via Doctolib, in a secure way. In over 30 cities of France, Germany and Italy, more than 2,800 Doctolibers are dedicated to having a positive impact on the healthcare industry.

**What will be your missions?**:
At the heart of the transformation of Technical Services, you will provide support and work on projects dedicated to one of the following Technical Services teams:

- **Technical Services Onboarding**: technical launch of new customers on our various products (validation of technical prerequisites, management of user data imports, synchronization with possible technical partners in case of synchronization with APIs, etc).
- **Technical Services Support**: management of technical problems that our customers encounter when using our products.

This critical role offers a mix of analysis and project management missions, with a stronger focus on analytics:
**Project management**
- Identify teams needs, define the business case, scope than plan the activities, define training and set up new protocols and/or improve existing ones
- Define KPIs to monitor performance
- Implement new internal tools or improve existing ones

**Analysis and support for Technical Services teams**
- Monitor team performance (dashboard and associated action plan)
- Participate in ad hoc analyzes with the Global Technical Services Performance team
- Support teams and Managers by answering their process & tools questions, and finding solutions to everyday problems

At the heart of Doctolib's economic model, the main KPIs that you will help us define and for which you will deliver results are:

- Service quality
- User satisfaction

**Who are you?**:

- 0-2 year(s) of experience working in a consulting firm, scale-up company, or in project management positions;
- You have a Master's degree from a Business School or an Engineering School;
- You know how to work in a digital and fast-paced environment;
- You are used to working in an international environment and able to think global/act local;
- You recognize yourself in our SCALe values (Serve, Care, Act, Learn);
- You have an entrepreneurial mindset with the ambition to transform the healthcare sector;
- You have excellent command of Excel/G-sheet and Powerpoint/Gslides. Knowledge of Asana/Salesforce/Zuora/ SQL is a strong plus.
- You are fluent in English. Native speaker in French, Italian or German is a plus.

**Position details**:

- Location: Levallois
- Package: Attractive salary (Fix and Bonus) + Stock options
- Start date: As soon as possible.

**The interview process**:

- 45 min interview with the Recruiter
- 45 min interview with a Technical Services Performance Engineer.
- 60 min case study restitution with the Hiring Manager and Operations Director
- 60 min interview with the hiring manager
- Reference Check