Lead Operations Care

Joko; Barcelona; A distancia; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An innovative tech company is seeking a Care Lead to oversee customer service operations. This role involves ensuring operational excellence, leading a dynamic team, and implementing strategies that elevate user satisfaction. With a commitment to flexibility and a customer-centric culture, the company empowers its employees to make a meaningful impact. Join a vibrant team dedicated to revolutionizing the shopping experience for millions of users. If you are passionate about operational excellence and team development, this is the perfect opportunity for you.

Servicios

Remote work equipment budget

ClassPass subscription

Premium health insurance

Swile meal card

Frequent team events and gatherings

Formación

• 5+ years of experience in customer service and operations.
• Proven success in managing and coaching teams.
• Strong operational mindset and project management skills.

Responsabilidades

• Oversee daily operations of customer service to meet user needs.
• Build and manage a high-performing team focused on growth.
• Develop and implement customer support strategies to enhance satisfaction.

Conocimientos

Customer Service Management

Team Leadership

Operational Excellence

Process Improvement

Empathy

Project Management

Fluent in French

Fluent in English

Educación

Bachelor's Degree

Descripción del empleo

Join to apply for the Care Lead role at Joko

Who we are

We help consumers shop smarter. Our ambition is to revolutionize the way people shop, empowering them to find what they need, make informed purchasing decisions, and save money.

Joko is a tech company founded in Paris. Our team of over 50 talents is international and spread across offices in Paris, Barcelona and New York, or working remotely.

As a certified B Corporation, we are committed to making a difference in the lives of the communities we serve, including the 4 million consumers already using Joko to save money every day at over 7,000 merchants.

Over the years, we have quickly expanded our value proposition to enable consumers to make smarter shopping decisions through features like cash back, buy now and pay later, automatic coupons, price drop alerts, carbon footprint tracking, and more. Today, we are dedicating significant resources to developing an AI-powered assistant that helps users find the right product based on their criteria for price, quality, or environmental impact from the global e-commerce catalog.

After reaching profitability in our core market, we are now expanding internationally with a primary focus on the US.

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 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 agents have 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

• 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.
• Team Leadership: Build and manage a high-performing team, fostering a collaborative, accountable, and growth-oriented environment.
• 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.
• Customer-Centric Culture: Champion a culture of customer satisfaction across the organization, ensuring all teams understand their role in enhancing the user experience.
• Partner Management: Build strong relationships with outsourcing partners, monitor their team performance, and provide coaching and feedback to maintain excellence.

Who we're looking for

• Experience: 5+ years of experience, including at least one in Operations. Experience in customer service or managing outsourced teams is a plus.
• Management: Proven success as a manager with a passion for building and coaching teams, helping team members grow.
• Operational mindset: Passion for operational excellence, detail-oriented, and results-driven.
• Empathy: Deep care for users and ability to create efficient processes.
• Structured: Organized, data-driven, capable of project management and breaking down large problems.
• Languages: Fluent in French and English, both written and spoken.

We believe flexibility and trust are vital. Our work environment includes:

• Flexible remote work options in Paris or access to coworking spaces elsewhere.
• Work from anywhere for up to 3 months a year in most countries.

Our perks include:

• Remote work equipment budget
• ClassPass subscription
• Premium health insurance (Alan Blue in France)
• Swile meal card (France)
• Frequent team events and gatherings

Our hiring process

• Initial 20-minute call with the Hiring Manager
• 45-minute personality interview with two team members
• Case study and debrief (or live tests for tech roles)
• 45-minute interview with founders
• Reference checks

Additional meetings at the office may be scheduled for social interactions.

Additional info

• Seniority level: Mid-Senior
• Employment type: Full-time
• Job function: Healthcare Provider
• Industries: Technology, Internet