Customer Care Manager - Full Remote

Customer Success Team Member

You will be part of the Customer Care team within the Customer Success team, composed of Etienne, Jessica, Jordan, Loïc, Marion, Thomas, Solène, Sofiane, and Virginie. Our main mission is to be experts on the functional and business aspects of the software, in order to establish a lasting relationship with all users and guarantee them an optimal customer experience.

This recruitment is part of a collective effort to continue offering a service client with a very high added value in a context where the software evolves at a fast pace and where the demands of our clients require increasingly personalized support.

As a true expert of the software and its functionalities, your role will be to help all of our users daily, in an asynchronous way, participate proactively in the implementation of the resources necessary for their autonomy, and ensure that they know how to use the platform correctly.

More broadly, you will be in charge of:

• Responding accurately and efficiently to incoming client requests via our ticketing tool (no phone hotline or chat)
• Acting as an expert of the functionalities that will be assigned to you, both with clients, but also internally with other CSM and more broadly with other teams
• Working in collaboration with our documentation writer to enrich the knowledge base intended for users
• Qualifying and directing requests requiring specific expertise (internal escalation)
• Participating in the adoption of new functionalities by our clients
• Monitoring the satisfaction level of existing clients (NPS)
• Identifying and communicating internally the opportunities for growth
• Anticipating possible attritions
• Linking with the entire Customer Success team as well as with other teams (sales, product, marketing…)
• Imagining and creating new formats, supports, communication tools to facilitate the increase in competence of our users

This job description is not exhaustive: the responsibilities and duties described above may evolve according to the skills, aspirations, and ideas that you bring to improve the position and evolve within our structure!