Member Experience Lead - Healthtech (Paris-Based)

Lucis; Paris; Sur place; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Relocation support

Résumé du poste

Lucis, based in Paris, is hiring its first dedicated Customer Care Team Lead to own the member experience end-to-end from day one. You will stabilize operational metrics and build a world-class support team that delivers high-touch service to members and partners.

You will mentor peers, define SOPs, and translate daily support interactions into actionable insights for product roadmap decisions, using AI tools to boost efficiency and speed.

Qualifications

• 2+ years in high-volume B2C customer care or support with mentoring peers.
• Fluent in English and French (written and spoken).
• Ability to lead, train and scale a support team.

Responsabilités

• Provide frontline and leadership support to members and lab partners via chat and phone.
• Test and advocate for internal OS improvements to boost efficiency.
• Design proactive care initiatives to drive best-in-class member satisfaction.

Connaissances

Customer care leadership

Mentoring peers

Bilingual English/French

People-first mindset

Outils

AI tools

Description du poste

Lucis, based in Paris, is hiring its first dedicated Customer Care Team Lead to own the member experience end-to-end from day one. You will stabilize operational metrics and build a world-class support team that delivers high-touch service to members and partners.

You will mentor peers, define SOPs, and translate daily support interactions into actionable insights for product roadmap decisions, using AI tools to boost efficiency and speed.