Customer Care Team Lead — Healthtech & AI-Powered Support

Lucis (YC P25); Paris; Sur place; EUR 65 000 - 100 000; Plein temps

Avantages offerts par ce poste

Relocation support

Résumé du poste

Lucis in Paris seeks a Customer Care Team Lead 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 and act as our power user of the internal OS.

As the team grows, you will mentor staff, write SOPs, and translate frontline insights into product decisions while maintaining a high standard of care in a fast-moving environment.

Qualifications

• 2+ years in high-volume B2C customer care or support.
• Mentored peers and prepared for formal lead responsibilities.
• Fluent English and French, written and spoken.

Responsabilités

• Own the member experience end-to-end and support journey from day one.
• Resolve inquiries via chat and phone, delivering high-touch care.
• Design proactive care initiatives to maintain best-in-class satisfaction.
• Scale the team, write SOPs, and train new staff.
• Gather insights from daily interactions to inform product roadmap.

Connaissances

B2C support

Mentoring

Leadership

EN/FR bilingual

Customer focus

Phone-first

Attention to detail

Description du poste

Lucis in Paris seeks a Customer Care Team Lead 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 and act as our power user of the internal OS.

As the team grows, you will mentor staff, write SOPs, and translate frontline insights into product decisions while maintaining a high standard of care in a fast-moving environment.