Bilingual Customer Care Team Lead

Lucis (YC P25); Paris; Sur place; EUR 65 000 - 90 000; Plein temps

Résumé du poste

Lucis is seeking a Customer Care Team Lead in Paris to own the member experience end-to-end, stabilize operational metrics, and build a world-class support team from day one.

You will personally resolve inquiries via chat and phone, test the internal OS as a power user, design proactive care initiatives, and mentor a growing team as it scales.

This role rewards fast execution, empathy, and rigorous accuracy, with a startup mindset and close collaboration with product across the healthtech mission.

Qualifications

• 2+ years in high-volume B2C customer care or support with mentoring peers.
• Experience leading or coordinating a small team.
• Fluent in English and French, written and spoken.
• Strong communication and empathy under fast-paced conditions.

Responsabilités

• Resolve member and lab partner inquiries via chat and phone.
• Test and advocate for internal OS improvements.
• Design proactive care initiatives to maintain best-in-class satisfaction.
• Build and mentor a growing support team; write SOPs and training guides.
• Turn daily interactions into insights informing product roadmap.

Connaissances

Bilingual English-French

Lead role ready

High-volume B2C support

Mentoring peers

Phone-first

Attention to detail

Outils

AI tools

Description du poste

Lucis is seeking a Customer Care Team Lead in Paris to own the member experience end-to-end, stabilize operational metrics, and build a world-class support team from day one.

You will personally resolve inquiries via chat and phone, test the internal OS as a power user, design proactive care initiatives, and mentor a growing team as it scales.

This role rewards fast execution, empathy, and rigorous accuracy, with a startup mindset and close collaboration with product across the healthtech mission.