Care Lead (Remote)

This position is remote-friendly.

About Our Customer Service

Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service. We work closely with other teams to give our users the best experience possible when they contact us, and to ensure to provide agents with the right tools and processes to handle requests.

What you will do

As a Care Lead, you will report to Quentin, our COO, in charge of the Operations department. You will oversee the daily operations of our customer service, ensuring we meet the needs and expectations of our users.

Your Responsibilities

• Partner Management: Build strong relationships with our outsourcing partners, monitoring their team performance to ensure high-quality service delivery. Provide coaching and feedback as needed to maintain excellence.
• Team Leadership: Build and manage a high-performing team, fostering a collaborative, accountable, and growth-oriented environment.
• Operational Excellence: Ensure we have the right resources in place at the right time. Monitor the quality and performance of customer service operations, driving success metrics such as CSAT and SLAs.
• Customer-Centric Culture: Champion a culture of customer satisfaction across the organization, ensuring all teams understand their role in enhancing the user experience.
• Strategic Process Improvement: Develop and implement effective customer support strategies, processes, and tools to elevate user satisfaction and loyalty, ensuring alignment with user expectations while optimizing costs

Preferred Experience

• Experience: You have 5+ years of experience, including at least one in Operations. Experience in customer service or managing outsourced teams is a plus.
• Management: You already have a successful experience as a manager and love building teams. You strive to help your team members grow and act as a real coach for them.
• Operation mindset: You have a passion for Operational excellence and take pride in delivering ever-better results. You are not afraid to get your hands dirty and know that the devil is in the details.
• Empathic: You deeply care about our users and know how to create good and efficient processes
• Structured: You are structured and data-driven and know how to do project management and break down large problems into actionable items.
• Languages: You can write and speak perfectly in French and English

Our perks

We believe that flexibility and trust are important parts of a company. Our work environment reflects this thanks to:

• Flexible remote: If you live in Paris, you can work from our office or from your place with no constraints. If you live elsewhere, you can get access to a coworking space.
• Work from anywhere: Do you want to travel to Italy for a month and work from there? For up to 3 months a year, you may work from most countries in the world.

On top of that, we offer many perks such as:

• a budget for remote work equipment
• a ClassPass subscription for you to stay in shape wherever you are
• premium health insurance (Alan Blue in France)
• a Swile card for your meals, if you are based in France
• frequent team events and in-person gatherings every quarter!
• and so much more, see here ⏪

Recruitment Process

• 20-min call with the Hiring Manager
• 45-min personality interview with two team members
• A case study followed by a 45-min debrief with team members / For Tech positions: live tests with team members
• 45-min Founders interview
• Reference calls

You might also be invited to meet other team members at the office for a coffee or a drink!

Additional Information

• Contract Type: Full-Time
• Location: Paris, Barcelona
• Possible full remote