Customer Care Team Lead — Bilingual (EN/FR)

Lucis (YC P25); Paris; Sur place; EUR 55 000 - 75 000; Plein temps

Résumé du poste

Lucis in Paris is seeking its first dedicated Customer Care Team Lead to own the member experience end-to-end and stabilize operational metrics as the company scales.

You will personally resolve inquiries, mentor a growing team, design proactive care initiatives, and feed insights from daily interactions back into our product roadmap. You’ll thrive in a fast-moving startup and use AI tools to boost efficiency.

Qualifications

• 2+ years in high-volume B2C customer care or support
• Bilingual in English and French (written and spoken)
• Proven ability to mentor peers and lead in a startup
• Strong emphasis on accuracy, empathy, and customer satisfaction
• Ability to translate support interactions into product insights

Responsabilités

• Hand-on frontline support for members and lab partners via chat and phone
• Test and master internal OS, advocate for tool improvements
• Design proactive care initiatives to maintain best-in-class member experience
• Build and mentor a growing support team; write SOPs and training guides
• Turn daily support interactions into insights informing the product roadmap

Connaissances

Customer support

Mentoring peers

Bilingual EN/FR

Leadership

AI tools usage

Outils

AI tools

Description du poste

Lucis in Paris is seeking its first dedicated Customer Care Team Lead to own the member experience end-to-end and stabilize operational metrics as the company scales.

You will personally resolve inquiries, mentor a growing team, design proactive care initiatives, and feed insights from daily interactions back into our product roadmap. You’ll thrive in a fast-moving startup and use AI tools to boost efficiency.