Customer Care Lead

Since 2016, Virtuo is your car, but in your pocket (not parked on city streets). From Paris to many other European capitals, we’re bringing all the freedom of driving without the burdens of owning a car for you, our cities & the planet. Our vision is a future with no personal cars.

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Key Facts*
\uD83D\uDCF2 +2,500,000 downloads \uD83D\uDC64 +150,000 users \uD83D\uDE99 +5,000 cars \uD83D\uDCAA +180 Virtuosos
\uD83D\uDCB0 Fundraising in 2021: €110M
\uD83C\uDFC6 Rewards: Best apps on the app store 2016&18, BPI France, and 2021 FrenchTech Top 120.
\uD83D\uDCCD We are in France, the U.K, Spain, Italy, Germany and Portugal.

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The opportunity*

We are looking for an enthusiastic Customer Care Lead to ensure the best experience for customers that need our help. You will join a close-knit team, with a good spirit and a fun and cooperative working atmosphere, part of the bigger Customer Experience team. You will be working with other leads in the Customer Care Team and will be reporting to the Customer Care Manager.

\uD83C\uDFAF **Your missions**:
As Customer Care Lead you have an operational and managerial scope. This is a key position in the team as you are the one making sure that everything is going smoothly on a day-to-day basis in order to deliver the best experience to our customers. You are incarnating the Virtuo values and culture through your day-to-day work, and you show enthusiasm in your daily missions and behavior. The team sees you not only as a mentor, but as a role model as well.

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Coach the Customer Care Team*
- As a Lead, your role is to make sure the team is answering quickly and in an efficient way to our customers. We have a team that will need your support and supervision on: real-time management of our different communication platforms (Intercom, Aircall, Slack) and treatment of cases in our agile management tool (JIRA).
- You answer team members’ questions, provide advice when needed and are committed on maintaining a nurturing environment.
- You ensure the correct following of processes by the team (internal and regarding communication with customers) and also in the different departments.

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Analyze the team’s performance*
- You use core dashboards to manage performance, and conduct analysis to dive deep into key metrics.
- You make sure the team is reaching our SLAs.
- You follow up on the team members’ evolution through data, quality and real-time observation and constructive feedback in order to improve performance.

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Ensure Customer Satisfaction*
- You understand the drivers of great customer experience and how your team can have impact.
- You are making hard decisions on complex situations.
- As a customer-centric expert, you are leading by example, and are sometimes dealing directly with customers to solve sensitive cases.

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Support Process Improvement*
- You are in charge of escalating bugs and sharing feedback on recurrent issues with the Operations and Product teams.
- You are collaborating, participating in meetings with internal departments and partners, and identifying opportunities to enhance internal processes and improve overall efficiency and performance.

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**What's cool about this job**:

- The opportunity to join a fast-growing Customer Care Team: we aim to satisfy our customers but above all to leave the best impression.
- You will develop deep analytical, leadership and decision-making skills.
- New challenges: we are open-minded and there is always room for ideas. Your decisions and initiatives will have a direct impact

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\uD83C\uDF1F* This role is **perfect for you if**:

- You have **relevant experience** in a customer-oriented role (2 years at least).
- You love **helping** others and offering solutions.
- You are **rigorous, autonomous, and resourceful**: follow processes and challenge them.
- You have an **analytical mindset** and a sixth sense for problems.
- You enjoy going through complex situations (**good stress control**) and taking decisions (**strong conflict resolution skills**).
- You are a **great communicator**: you are not afraid to communicate with others and give feedback.
- Can **speak and write impeccably** in French and English (another language is a plus - Spanish, Italian, German).
- You are comfortable with new technologies and adapt easily to new software programs/tools.
- You are available evenings (until 10pm) and weekends (2 per month).

\uD83D\uDE80 It’s always a plus:
**Multitasking**: you easily deal with different tasks at the same time.
**Having a positive mindset**: you always find solutions to problems.
**Technical experience**: you have notions on data analysis (team statistics).

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\uD83D\uDD0D Recruitment process:*
- Discovery interview with the People team
- Interview with your Manager
- Technical interview
- Culture Fit Interview and meeting with the Head of Customer Experience

**\uD83D\uDE99 Learn more about us**:
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Diversity & Inclusion:*
We believe that equality and diversity make us a better company and