CX Ops (F/M)

Veesion; Paris; Hybride; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A rapidly growing technology firm in Paris seeks a professional to lead the transformation of its post-sale customer journey. You'll enhance CX processes using advanced technologies and collaborate with CX Managers to drive strategic decisions that impact company performance. The ideal candidate has over 5 years of experience in operational roles within Customer Support or Success, is fluent in English, and possesses strong project management skills. Opportunities for growth and a flexible remote policy are offered.

Prestations

Competitive salary

Swile meal voucher card

Transportation subsidy

Comprehensive health insurance

Supportive culture valuing diversity, equity, and inclusion

Growth opportunities

Prime office location in Paris

Flexible remote policy

Qualifications

• 5+ years of experience in operational roles in Customer Support and/or Customer Success.
• Experience in using technology to reduce service costs.
• Ability to challenge the status quo.
• Team player with excellent listening skills.
• Fluency in English.

Responsabilités

• Drive CX processes from design to improvement.
• Automate repetitive actions for CX teams.
• Develop and maintain knowledge base for CX enablement.
• Define performance standards and transform data into decisions.
• Support strategic and commercial decisions for CX.
• Lead initiatives impacting company results.

Connaissances

Operational roles in Customer Support or Customer Success

Project management experience

Fluency in English

Outils

Zendesk

Salesforce

AI technologies

Description du poste

Veesion is experiencing rapid growth following its Series B funding round. To develop and achieve its objectives, Veesion must reinvent its post-sale customer journey and unlock its clients' potential!

To support this goal, the post-sale departments have just been restructured. We are now looking for someone capable of transforming them into departments of excellence.

Within the Revenue Operations team, you will support Customer Experience (CX) Managers in transforming and structuring their department by optimizing processes, tools, data, and cutting-edge technologies. Working closely with CX Product Managers, you will help deliver an exceptional customer journey!

Missions

• You will drive CX processes: from their design to identifying improvement opportunities. Leveraging the Tech RevOps team, you will ensure their proper implementation in our technology stack (Salesforce, Zendesk...).

• Using advanced technologies, you will be obsessed with automating repetitive actions, allowing CX teams to focus on creating value!

• You will be responsible for CX enablement, developing and maintaining a knowledge base (training materials, playbooks, templates...) and ensuring individual contributors and managers stay up to date.

• You will help CX Managers define performance standards and transform data into business decisions.

• You will support CX Managers in their strategic organizational decisions (workforce planning, team structure) and commercial decisions (new product launches, portfolio management...).

• You will lead key initiatives directly impacting Veesion's results, such as the customer anti-churn plan or CX team efficiency initiatives.
  

You’re a Great Match If

• You have 5+ years of experience in operational roles in Customer Support and/or Customer Success.

• You are accustomed to using technology (AI, Zendesk, automations...) to reduce service costs.

• You enjoy challenging the status quo.

• You are a team player with excellent listening skills, capable of bringing Managers on board with your vision.

• You have project management experience and enjoy structuring things.

• You are fluent in English.

Experience in the retail sector is a plus.

Recruitment Process

• HR Screening Call (30 mn)

• Hiring Manager Meeting (1h00)

• Case Study (around 2-3h of work) and onsite restitution (1h30)

• Meeting with CX managers (1h00)

• Call references
  

Benefits

• Competitive salary.

• Swile meal voucher card to make your daily life easier.

• Transportation subsidy: 50% coverage of public transport costs.

• Comprehensive health insurance from day one.

• Supportive culture that valuesdiversity, equity, and inclusion.

• Fast-paced, motivating environment with growth opportunities.

• Prime office location in the heart of Paris (Beaubourg).

• Flexible remote policy.