Customer Operations Manager

Customer Operations ManagerParisFull-TimeApply NowJus Mundi Is HiringCustomer Operations ManagerAboutJoin Jus Mundi – To Power Global Justice Founded in 2019 and recognized as a mission-led company,Jus Mundiis pioneering legal technology to power global justice through artificial intelligence. Headquartered in Paris, with additional offices in New York, London, and Singapore, Jus Mundi serves over 150,000 users, including top law firms, multinational corporations, government bodies, and academic institutions in more than 90 countries. By combining legal expertise with cutting-edge AI technology, we provide global legal intelligence, data-driven arbitration professional selection, and business development services.What Makes Jus Mundi The Place To Be Our Values: With core values as Friendly, Committed, Explorative, and Excelsior, we cultivate a dynamic environment that encourages collaboration, innovation, and continuous growth. Legal Is the Next Frontier for GenAI: Legal is one of the top industries ready to be transformed by GenAI. At Jus Mundi, we're building transformative AI where it has the power to make the most impact. Proven Product Market Fit: Jus Mundi has secured product-market fit in global markets since launch, partnering with top-tier law firms, government bodies, and major corporations, including**:** Freshfields, Quinn Emanuel, Wong Partnership, Total Energies, Canada, UK, and Japan. Strategic Investment: We recently raised over $20 million in Series B funding from prominent strategic international investors, including Acton Capital, True Global Ventures, C4 Ventures, and FJ Labs, fueling our growth and innovation. Legal Meets Tech: Our engineers and former lawyers collaborate closely with large language models (LLMs) to pioneer the future of generative AI and reshape professional services. Exceptional Team: Work with talented professionals from industry leaders, including engineers, legal experts, and AI specialists from companies like Google and Amazon who are pushing the boundaries of legal tech.Job Description About the RoleJus Mundi is looking for a proactive and highly organizedCare Ops Managerto join our team.As aCare Ops Manager, you will play a pivotal role at the intersection ofcustomer supportandrevenue operations, ensuring our users have a seamless experience while scaling and optimizing the processes behind our Care team. This is your opportunity to build and automate support operations from the ground up while staying close to our clients' needs and challenges. The TeamYou'll be part of our Care Team, the first line of contact for our global customers and a key operational backbone for our Customer Success and Sales teams. Our team is known for its empathy, precision, and operational excellence. You'll collaborate closely with Customer Success, Sales, and Product teams to ensure that client requests are handled quickly, efficiently, and with care, while constantly improving the tools and workflows that make this possible.Your mission at Jus MundiIn This Role, You WillManage and scale day-to-day customer support operations, ensuring fast, effective, and empathetic responses to client inquiries via Intercom and other channels.Lead and mentor a small, globally distributed support team (recruitment, onboarding, training, performance tracking).Own our Care Ops tools and processes: optimize them for speed, quality, and scalability, introducing automation and AI-driven improvements where possible.Collaborate with Sales and Customer Success teams to ensure smooth handovers, clear communication, and alignment on client needs.Monitor and report on key KPIs (response time, satisfaction, issue resolution), proactively identifying areas for improvement.Take a hands-on approach to support: around 50% of your time will be dedicated to direct client interactions and troubleshooting.Be the "process police": ensuring that procedures are followed, issues are escalated correctly, and standards are maintained.Preferred Experience Preferred Experience and Skills5+ years of experience in Customer Support, Operations, or Customer Success roles, ideally in a B2B SaaS or tech environment.Proven experience managing support operations and leading small teams across different time zones.Deep familiarity with Intercom (or similar support platforms) and comfort with optimizing tool stacks and workflows.Strong process-oriented mindset: highly structured, detail-oriented, and capable of building and enforcing clear operational processes.Experience with automation, tools integration, or AI-driven support initiatives is a strong plus.Excellent communication skills: able to empathize with clients and collaborate effectively with internal teams (Sales, CS, Product).Comfortable handling manual tasks and operational challenges with speed and precision.Analytical and KPI-driven approach, with experience tracking and reporting performance metrics.Familiarity with Salesforce is a plus.Fluency in 2 languages, English and one more.Recruitment Process Interview processWe're proud of our multicultural team representing 37 nationalities To ensure smooth communication, please apply in English (CV and application form questions).Screening Call – 30 minutes with Laurine, Talent ManagerHiring Manager interview - 45 minutes/1 hour with Luciana, VP of Revenues & CareCase Study InterviewTeam Fit Interview – 45 minutes with different team membersLast quick call - 30 min with Anna, VP of PeoplePlease note that, due to the nature of the sector we operate in, the final steps of our recruitment process include reference calls and a background check.Need More Reasons to Join Us? Enjoy a hybrid working organization that combines remote and on-site work (2 days). Get 5 weeks of vacation each year, and take them whenever it suits you. Receive 100% coverage of private health insurance for yourself and your children. Enjoy 60% company-funded restaurant vouchers for your weekday meals (Swile). Participate in company-wide summits called JM Fest to connect and inspire.Stay active with a co-financed ClassPass membership by accessing a variety of fitness and wellness activities. Enjoy the flexibility to work from anywhere across the globe for up to 8 weeks per year. Receive relocation assistance to help ease your transition to France. Profit from our support in ongoing training to continually expand your skills and knowledge. Last but not least: Experience a commitment to building a warm, inclusive, and diverse environment.At Jus Mundi, we believe that diversity, equity, and inclusion are key to our success. Confidence can sometimes hold us back from applying for a job, but we'll let you in on a secret: there's no such thing as a 'perfect' candidate. We celebrate diverse backgrounds, experiences, and identities, and we encourage you to apply regardless of how you identify. Whether you're early in your career or a seasoned professional, your unique perspective and skills are what matter most. Join us in building a workplace where everyone feels valued, empowered, and excited to contribute their best work every day.Additional InformationContract Type: Full-TimeLocation: ParisExperience: > 5 yearsPossible partial remoteSounds like something made for you?Apply Now