Organization

• Report to the Head of Operations

• Part of our Operations Team (~20 persons in Customer Support, Success, and Project Manager), based in France and abroad

• Mid-term: direct management of 1-2 team members

Missions

🏗️ Lead our “deployment” projects & team (~60%)

• Delivery of key customer projects (training, configuration)

• Coordination of our customer ops team (allocate tasks, ensure quality…)

• Mid-term (~6 months): scale our service delivery operations by recruiting and leading a team of 1-2 direct report(s)

• Continuous improvement (documentation, definition, and implementation of new processes to smoothen our operations…)

⭐ Ops excellence & strategic projects (~30%)

• System improvement: improve our day-to-day operations to foster efficiency and scalability (documentation, new tools and process implementation for our ops team — especially through AI & low-code)

• New offer deployment: ensure everything is sets up to give the best experience to our customer (e.g. Zendesk configuration, internal & customer documentation)

🫂Customer Support & Success (10%)

• Activation (e.g. lead some of our webinars)

• Improve customer journey & engagement (improve resources and self-serve)

• Take ownership and pride in jumping on our most complicated customer issue, to resolve them and continuously level-up our customer service

Background:

• Min. 3-4 years of experience.

• Ideally experience in client Ops/CS or CSM, with project management experience

• Any start-up scale-up, ideally in SaaS / internet, can be considered

• Ability to work in both French and English

Our ideal candidate:

• Adaptable & pragmatic: knows how and when we need to adapt depending on the situation and overall context

• Hands-on and versatile with practical skills, all to achieve one goal: making our customers happy

• Tech savvy, curious and ingenious. Have a basic understanding of our core feature (CRM, Accounting…) and genuine interest in how tech can facilitate your life and our users’

1) Screening: 20 min visio with Victor, Head of Operations and Manager for this role:

Quickly go through your resume to understand who you are.

2) Use case & in-person interview (with one of our Senior Manager)

• Case study and feedback (2 hrs total) to validate that you have all the skills we need to trust you to be in front of clients.

• Deep dive on your experience and skills (1 hour).

• Validate that there is a culture fit & genuine interest for the role and our product.

4) CEO interview with Arnaud (1h)

• Final validation

• Focus on culture fit

5) Final HR interview (30 min) to align on salary, date of arrival, paper work and such.