Customer Care Operations Lead, AI & Automation

Pony Bikes Ltd; Bordeaux; Hybride; EUR 55 000 - 75 000; Plein temps

Résumé du poste

Pony Bikes Ltd in Bordeaux seeks an Operations Manager, Customer Care, to own and improve our care teams, processes and AI-powered systems. You’ll manage staffing, workflows and external partners while reducing costs and cycle times without compromising quality.

You’ll build scalable playbooks, measure CSAT and resolution rates, and work with Product, Tech and Data to automate end-to-end case handling. This hands-on role offers ownership of day-to-day operations and a clear path into people

Qualifications

• 3+ years of experience in operations, consulting or entrepreneurship.
• Experience scaling teams and processes in a customer-facing setting.
• Familiarity with AI and automation tools is a plus.
• Strong cross-functional collaboration and communication.
• Bias towards practical, data-driven problem solving.

Responsabilités

• Run the operation: manage ticket volumes, staffing and SLAs.
• Manage a team of 4 agents and coordinate external partners.
• Build AI-powered workflows and knowledge bases for care.
• Improve the customer journey through data-driven actions.
• Define quality standards and drive continuous improvement.

Connaissances

Team management

Capacity planning

Process improvement

AI automation

Knowledge base

Formation

Master’s degree

Customer Care experience

Description du poste

Pony Bikes Ltd in Bordeaux seeks an Operations Manager, Customer Care, to own and improve our care teams, processes and AI-powered systems. You’ll manage staffing, workflows and external partners while reducing costs and cycle times without compromising quality.

You’ll build scalable playbooks, measure CSAT and resolution rates, and work with Product, Tech and Data to automate end-to-end case handling. This hands-on role offers ownership of day-to-day operations and a clear path into people