Customer Care Specialist

Hello, we're MakiPeople

MakiPeople is solving one of the biggest problems in HR: recruitment.

In 2024, Maki has experienced extraordinary growth of 300%, transforming hiring for industry leaders like H&M, BNP Paribas, PWC, Deloitte, Capgemini, FIFA, Clarins and many others, achieving 80% automation of screening and interviews, 3x faster time-to-hire and 20% lower turnover.

Beginning 2025, we were thrilled to announce we raised a $28.6M Series A to revolutionize HR with conversational AI agents.

Led by Blossom Capital, with participation from DST Global and existing investors Frst, GFC, and Picus Capital, this funding will fuel our geographical expansion and our product development.

Our mission is to give human resources more-than-human powers, as we believe the future lies in a powerful mix of human ingenuity and AI-driven intelligence.

Our agents don't just assist—they do the work, enabling teams to focus on strategic priorities, unlock creativity, and drive meaningful organisational impact.

And to do so, we are expanding our Customer Implementation team: you'll play a key role in ensuring clients experience a seamless setup and a powerful start with our platform, joining a dedicated team that's passionate about crafting exceptional Implementation experiences.

Now is the perfect time to join us. You'll see the direct impact of your work, help shape the future of recruitment, and ensure that both our clients and candidates have the best possible experience with MakiPeople.

We're truly honoured you're considering joining us at MakiPeople, and we hope this opportunity inspires you to apply

We look forward to meeting you

About the Customer Care team

The Customer Care Team at MakiPeople is at the core of our customer experience, helping recruiters and candidates succeed at every step of their journey.

You'll collaborate closely with our other teams (tech, implementation & success teams mostly), ensuring that our users receive fast, empathetic, and high-quality support.

As a Customer Care Specialist, you'll also play a strategic role in enhancing workflows, driving automation, and deploying AI-powered support solutions to make Maki's service even more scalable and efficient.

About your missions

No two days will look the same Your key missions will include:

• Handle and resolve complex tickets from our recruiter clients with empathy and precision.

• Lead escalations and support the outsourced agents in addressing advanced cases.

• Maintain and optimize workflows, performing monthly audits to ensure reliability and efficiency.

• Drive automation projects, design, test, and improve Care workflows, and explore new AI opportunities.

• Lead the Help Center, maintaining consistent quality and brand voice across articles and translations (Portuguese, Spanish, English, French).

• Collaborate cross-functionally with Product, Ops, and AI teams to provide actionable insights and ensure customer feedback is integrated into our roadmap.

• Participate in discovery projects : including benchmarking AI tools, conducting feature analyses, and drafting recommendation reports.

• Monitor and analyze customer care data to identify trends, track key metrics (e.g. ticket volume evolution, touches per ticket, response times), and share actionable insights with the team.

Eventually as one of the early employee of MakiPeople, you'll be be able to shape the future of the team. We share as much ownership on the way we work and on the product itself as we can as we're convinced our success is 99% due to our amazing team.

Our ideal candidate

• Strong problem-solving and analytical mindset: comfortable with data-driven decision-making.

• Excellent communication skills (both written and spoken).

• Bilingual in English and French**.**

• Solid command of Excel / Google Sheets and familiarity with support tools (Intercom would be a plus)

• A genuine passion for innovation, automation and AI in customer experience, (experience working with AI-driven customer support tools would be a plus).

• Proven experience in customer support, operations, or care project management.

• Familiarity with Notion, Slack, and knowledge base management.

• Previous exposure to HR tech or SaaS environments.

• Team-oriented, organized, and proactive.

  A note on diversity @MakiPeople

"Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles."

Your progression with us

• Make a Real Impact: As part of our small, dynamic team, your contributions will have a direct and visible impact on the company's success. Your work truly matters here.

• Unlock Career Growth: With plenty of learning and development opportunities, this is your chance to grow your career in autonomy, problem-solving, process design, innovation, and client management.

• Ambitious Futures Welcome: We value ambition and are excited to support your journey toward more senior roles as you grow and as new opportunities emerge within the company.

• Shape Your Path: We are committed to supporting your career evolution, offering flexible "transversal" mobility opportunities tailored to your aspirations and goals within the organisation.

Your benefits

• A competitive salary and generous equity packages

• A hybrid working policy

• A lunch card with a dedicated monthly budget

• Team socials (weekly lunch & drinks, quarterly MakiDays)

• WeWork offices located in the city center of London or Paris

• A delightful healthcare insurance, with 100% of the contribution covered for you and your family

• A supportive working environment

Join us at Maki

Our vision
Give human resources more-than-human powers.

Our mission
Build the conversational AI agent that liberates HR teams, advances organizations, and expands human potential.

Our values

We are still very young and our culture is evolving as we grow together. Nonetheless, below are values we identify ourselves with:

• Play to Win - Our ambition is limitless. We relentlessly aim for the top, pushing forward to be number one.

• Push the Boundaries - Innovation drives us. We adapt, evolve, and set new standards to redefine what's possible.

• Trust is Earned - Trust is our foundation. We hold ourselves to the highest standards of transparency, security, and responsibility.

• Embrace Intensity - Speed and precision define our approach. We execute with urgency, focus, and purpose to create immediate, tangible impact.

• Stronger together - We succeed as one. Collaboration, shared purpose, and collective ownership are at the heart of our progress.

Our process together

We want to offer the best candidate experience possible by letting everyone apply, ensuring that the process lasts ~3 weeks from the moment you get invited to the first step.

Step 1: A short assessment on Maki (~25mins)

This is the occasion for you to discover our product more in-depth and to demonstrate your fit, skills & motivation (~25mins)

Step 2: A call with your hiring manager (~40mins)

If we believe you may be a good match, we'll arrange a first call with Lucile, your hiring manager to cover the basis: your experience, your vision of the role and your interest in joining us.

Step 3: A call with one of your teammate (~40mins)

We'll then arrange a call with Solène our Senior Customer Care Specialist.

Those structured conversations (steps 2 & 3) aim at covering skills we would have not covered in the assessment as well as your fit to our values & vision. At any point, you'll have the opportunity to ask all your questions, including the tough ones.

Step 4: A business case (~45mins)

You will then be invited to our Customer Care Business Case with your hiring manager.

Step 5: Informal meetup with your future team

We'd also like for you to be able to meet your future colleagues These meetings (online or in real life if and when possible) will be a chance for you to familiarise yourself with the team, our way of working, and again, to ask any questions you may have

Step 6: Your offer

If we have a match, we will send you an offer asap.

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