Customer Care Team Lead — HealthTech & AI Support

LUCIS; Paris; On-site; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Relocation support

Job summary

Lucis in Paris is building the OS for human longevity, and we are hiring our first dedicated Customer Care Team Lead to own the member experience end-to-end and to stabilise our operational metrics. You will lead a world-class support team, work closely with our medical team, and shape proactive care initiatives that keep members informed and engaged.

You will resolve inquiries via chat, email and phone with warmth and precision, escalate health questions when needed, and convert feedback into

Qualifications

• 1+ years in B2C customer care or related roles.
• Fluent in English and French (written and spoken).
• Genuine warmth and empathy in every interaction.
• Zero tolerance for misquotes or errors; accuracy is critical in health.

Responsibilities

• Resolve member and lab partner inquiries via chat, email and phone with warmth and urgency.
• Pick up the phone when a human voice is needed to de-escalate a situation.
• Collaborate with our medical team and know when to elevate health questions.
• Identify recurring issues and provide clear feedback to product and operations teams.
• Contribute to projects to improve the member experience, e.g. rebuilding the Help Center and automating workflows with AI.

Skills

Customer care

Bilingual

Empathy

People-first

Rigorous precision

Builder mindset

Ownership

Tools

Intercom

Job description

Lucis in Paris is building the OS for human longevity, and we are hiring our first dedicated Customer Care Team Lead to own the member experience end-to-end and to stabilise our operational metrics. You will lead a world-class support team, work closely with our medical team, and shape proactive care initiatives that keep members informed and engaged.

You will resolve inquiries via chat, email and phone with warmth and precision, escalate health questions when needed, and convert feedback into