Customer Care Assistant

Pony Bikes Ltd; Bordeaux; Sur place; EUR 10 000 - 13 000; Temps partiel

Résumé du poste

Based in Bordeaux, Pony Bikes Ltd invites you to join Eva’s team in the Customer Care department for a 1 to 2 years apprenticeship. You will support users daily and help ensure their voices are heard across teams.

The role handles inquiries via chat, email, and phone, with ticket analysis and quality audits to drive improvements. Strong communication and teamwork are essential, and French fluency is required with English a plus.

Qualifications

• Currently enrolled in a top business or engineering school.
• Excellent written and spoken French; English proficiency a plus.
• Strong communication and teamwork skills.
• Willingness to learn and support users daily.

Responsabilités

• Handle user requests via chat, email, and phone with empathy.
• Analyze tickets and assist in reporting to improve processes.
• Audit conversations using a quality checklist for continuous improvement.
• Conduct user surveys or calls to gather feedback for product teams.

Connaissances

Customer support

Clear communication

French fluency

Formation

Enrollment in business/engineering school

Outils

CRM system

Ticketing tools

Description du poste

Based in Bordeaux, you will join Eva’s team within the Customer Care department for a 1 to 2 years apprenticeship.

Pony operates a fleet of 12,000 e-bikes and scooters across 23 European cities. The Customer Care team of 4 handles over 20,000 tickets per month, supporting users around the clock. In this role, dedicated to supporting our users daily and making sure their voices are heard across teams.

Your mission: provide the best possible experience to our users. You’ll be in direct contact with them, handling their requests and sharing their feedback internally to actively contribute to the continuous improvement of our product and service.

Main Responsibilities

User support: Handle incoming requests via chat, email, and phone, delivering clear, prompt, and empathetic responses.

Ticket analysis: Analyse customer tickets (types of requests, root causes, response quality) and help produce reporting to improve internal processes.

Quality & audit: Review some of the conversations handled by agents and evaluate them using a quality checklist, with a continuous improvement mindset.

User surveys: Occasionally conduct calls or surveys to gather feedback on features, better understand pain points, and share insights with the product or tech teams.

Education: Currently enrolled in a top business school or engineering school, seeking for a 1 to 2 years apprenticeship.Communication: You communicate clearly and work well with cross-functional teams, from field staff to management.Teamwork: Comfortable working in a team with strong interpersonal skills.Customer Focus: Committed to delivering a positive user experience and providing high-quality support.Languages: Excellent written and spoken French; English proficiency is a strong plus.