[Job Description]

💡Contexte

As a Customer Service Consultant, you will join the Project team, and will report directly to Jean-Baptiste, Project Director. You will have the opportunity to support our clients in their growth. Your role will help strengthen our clients’ long-term trust and loyalty.

👉Your future missions

Management of Day-to-Day Operations

• Coordinate and oversee the deployment of developments (enhancements and bug fixes).

• Assist clients in maximizing the adoption of new versions.

• Track and optimize performance indicators (SLA, KPI) to ensure high-quality service.

Client Requests and Incident Management

• Ensure thorough follow-up on technical incident resolutions and maintain appropriate communication.

• Handle client requests end-to-end in collaboration with our Software Factory.

Internal Collaboration

• Work cross-functionally with Tech, Product, and Project teams to ensure the quality and consistency of solutions.

• Ensure smooth and constructive communication among all stakeholders, both internal and external.

Continuous Improvement and Process Optimization

• Propose technical improvements to enhance system performance.

• Gather and analyze client feedback to enrich the product roadmap and anticipate future needs.

• Simplify processes and strengthen governance in collaboration with clients.

Training, Management, and Reporting

• Provide educational materials and practical advice to help clients maximize the use of products and services.

• Prepare reports on incident management, system status, and improvement opportunities.

• Lead governance committees (operational or strategic) to ensure effective coordination.

✨ You are a great match if :

• Education: Master’s degree from a top-tier business or engineering school.

• Experience: minimum of 3 years in a fintech or a bank in a transversal role in IT production.

• Languages: Fluency in French and English, both written and spoken.

• Interpersonal Skills: Strong ability to collaborate with diverse teams, an excellent team player.

• You thrive on challenges, have an entrepreneurial mindset, and enjoy the energy of scale-ups.

• Bonus Points: Previous experience in an international or European setting is a plus.

🚀 About your future manager
Jean-Baptiste graduated from the engineering school ISEP and has been with Skaleet for nearly 10 years, where he has held various roles in Product, User Research, and management—areas in which he is now an expert!

🎉 The benefits of joining Skaleet

• Hybrid Remote Policy: Work from home 2 days per week, offering you flexibility and balance.

• 25 days of paid vacation and 12 additional days off (RTT) per year.

• The perfect health insurance : Alan Blue 🦭

• Lunch Matters: We provide a Swile card to cover your meals on workdays and Skaleet offers the meal for everyone in the office on Thursdays🥪

• An entrepreneurial mindset and strong team spirit

• Beautiful brand-new offices located in Boulogne-Billancourt, right next to Metro Line 10. 🏢

• A first video call with Juliette from the HR team to get to know each other and tell you more about Skaleet, our company culture & values (30’).

• A technical interview with Jean-Baptiste, Project Director, and Brahim, Account Manager Director, to dive deeper into the specifics of the role (60’).

• A  second technical interview with Matthieu, Chief Customer Officer (60’).

• A final meeting at our offices in Boulogne with Martin, our CEO, or Geoffroy, our Secretary General (60’).

We look forward to discovering your profile!