Customer Care Specialist

Lucis; Paris; Hybride; EUR 45 000 - 65 000; Plein temps

Avantages offerts par ce poste

Relocation support

Résumé du poste

Lucis in Paris is hiring our first dedicated Customer Care Team Lead to own the member experience end-to-end, stabilize operational metrics, and build a world-class support team.

You will resolve inquiries via chat, email and phone with warmth and precision, collaborate with our medical team, and elevate health questions while driving proactive care initiatives with AI.

Qualifications

• Experience: 1+ years in B2C customer care, support, hospitality, or any role with direct customer contact.
• Fluent in English and French, written and spoken.
• Strong empathy and attention to detail; zero tolerance for misquotes or errors.
• Ability to move quickly from idea to execution in a fast-moving environment.
• Willingness to relocate to Paris or work from the Paris hub.

Responsabilités

• Own the member happiness end-to-end and stabilize operational metrics.
• Resolve inquiries via chat, email and phone with warmth, precision and urgency.
• Work hand in hand with the medical team and know when to elevate a health question.
• Spot recurring issues and feed structured feedback to product/ops teams.
• Contribute to projects like rebuilding the Help Center and proactive care initiatives with AI.

Connaissances

Customer care

Bilingual EN/FR

Team leadership

AI automation

Intercom

Outils

Help Center tooling

Description du poste

Making preventive health the default for every human in Europe

The mission

At Lucis, we believe healthcare should be preventive, not reactive. We’re building the OS for human longevity to help people add more healthy years to their lives. You can read more about who we are and how we work here.

The role

Health is complex, personal, and deeply important to our members. As the voice of Lucis clients, you support them throughout their health journey and own member happiness end to end.

With rapid member growth, we are hiring our first dedicated Customer Care Team Lead. You will own the member experience end-to-end, stabilize our operational metrics, and build and manage a world-class support team.

What you will own

• Member support: Resolve member and lab partner inquiries via chat, email and phone, with warmth, precision and a sense of urgency.

• Phone-first when it matters: Pick up the phone whenever a situation calls for a human voice: a delayed result, a stressful moment, a confused member.

• Know your boundaries: Work hand in hand with our medical team and know exactly when to elevate a health question rather than answer it yourself.

• Voice of the member: Spot recurring issues and turn them into clear, structured feedback for the product and ops teams.

• Contribute to projects: Take part in initiatives that improve the member experience, like rebuilding our Help Center, designing proactive care for lab delays, or automating repetitive workflows with AI.

About you

You’re passionate about the future of human health and want your work to help people stay healthy for longer. You move quickly from idea to execution, take full ownership of what you build, and work best with talented people who care as much as you do.

You thrive in fast‑moving environments, learn by doing, and value feedback as a way to continuously improve. You use AI the way others use a calculator: naturally, to go faster and think bigger.

You’ll fit in well if

• Experience: 1+ years in B2C customer care, support, hospitality, or any role where you dealt directly with customers. Strong recent graduates with relevant experience are welcome too.

• Bilingual: Fluent in both English and French, written and spoken.

• People-first energy: You bring genuine warmth and empathy to every interaction, and you turn routine support into memorable experiences.

• Rigorous precision: Exceptional attention to detail, with zero tolerance for misquotes, wrong information or operational errors. In health, accuracy is care.

• Builder mindset: When something breaks twice, your instinct is to fix the root cause, not just the ticket.

Nice to have

• Support tooling: You've used Intercom or similar support tools.

• AI automation: You've already used AI tools to automate part of your work.

• Startup mindset: You thrive in early-stage environments with high autonomy, rapid execution and clear communication.

The process

• Intro call, culture & role fit (20 min)

• Case study interview (30-60 min)

• Deep dive and team chat, on-site (2 hours)

• Reference calls

How we work

We work together from our Paris hub. We’re passionate about what we’re building and believe the fastest way to create something exceptional is side by side. We’re open to relocation support for the right individuals, and we welcome missionaries who travel to work with us in Paris on a regular basis.

• Rigor without ego: Audits, science, and code all deserve the same high bar.

• Radical ownership: Feedback loops are short; everyone contributes to building the best version of Lucis.

• Velocity over perfection: We ship daily and prefer a good decision today over a perfect one next week.