Member Experience Lead - Customer Care Specialist

Lucis; Paris; On-site; EUR 36,000 - 48,000; Full time

Job summary

Lucis in Paris seeks its first dedicated Customer Care Team Specialist to own the member experience end-to-end and stabilize our operational metrics. You will help build and lead a world-class support team and ensure care remains proactive and human.

You will collaborate with our medical team to escalate health questions appropriately, and you will drive initiatives such as rebuilding the Help Center and implementing AI-driven automation to reduce repetitive work.

Qualifications

• 1+ years in B2C customer care or related role.
• Fluent in English and French, written and spoken.
• Strong attention to detail with zero tolerance for misquotes or errors.

Responsibilities

• Resolve member and lab partner inquiries via chat, email and phone with warmth, precision and urgency.
• Phone-first when it matters to provide a human voice in delayed results or stressful moments.
• Work with the medical team and elevate health questions when needed.
• Spot recurring issues and provide structured feedback for product and ops teams.
• Contribute to projects to improve member experience, like rebuilding the Help Center and automating repetitive AI-driven workflows.

Skills

Customer care

English-French bilingual

Communication skills

Attention to detail

Tools

Intercom

AI tools

Job description

Lucis in Paris seeks its first dedicated Customer Care Team Specialist to own the member experience end-to-end and stabilize our operational metrics. You will help build and lead a world-class support team and ensure care remains proactive and human.

You will collaborate with our medical team to escalate health questions appropriately, and you will drive initiatives such as rebuilding the Help Center and implementing AI-driven automation to reduce repetitive work.