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Customer Care Manager (H/F)

Customer Care Manager (H/F)

companyLemonWay
locationParis, France
PublishedPublished: 28.1.2022
Sales & Business Development
Full time

About

Lemonway est un Établissement de Paiement pan-européen qui propose une solution dédiée aux marketplaces B2B, B2C et C2C ainsi qu’aux plateformes de financement participatif. Plus concrètement, Lemonway offre un système de traitement des paiements et de collecte pour le compte de tiers dans un cadre sécurisé et réglementé (KYC, lutte anti-fraude). Utilisée dans plus de 15 pays européens, la société possède des bureaux à Paris, Londres, Milan, Madrid et prochainement Berlin.

Depuis sa co-création en 2007 par Antoine Orsini, la société Fintech emploie plus de 150 personnes et rassemble plus de 20 nationalités. Parallèlement, Damien Guermonprez co-dirige l’établissement de paiement depuis 5 ans . Lemonway bénéficie du « passeport financier » dans 28 pays en Europe grâce à l’obtention de la licence d’Établissement de Paiement fin 2012 auprès de l’ACPR. En 2018, Lemonway connaît une première levée de fonds de 10 millions d’euros avec Breega Capital et Speedinvest. Un an plus tard, en 2019, le fond d’investissement britannique ToscaFund Asset Management permet une accélération de la croissance de l’entreprise en apportant à son tour 25 millions d’euros.

Déjà leader sur le marché du crowdfunding en Europe, Lemonway a pour ambition de le devenir également auprès des marketplaces. En 2020, portée par cette croissance exceptionnelle et classée dans le FrenchTech120, elle déménage dans des locaux flambant neufs en plein cœur de Paris, à deux pas de la rue Montorgueil.

Job description

ABOUT THE POSITION

As part of the Operations department, and reporting to the Head of Customer Services, the Customer Care team’s mission is to offer a great experience to all our customers in the daily usage of our products and services.

You’ll be in charge of answering any questions and solving queries for customers and proactively accompanying them in the correct & optimal usage of our products.

You are the client advocate and guardian of the customer’s voice, working cross-functionally with the different departments in the company to ensure a strong customer satisfaction 

Your responsibilities

  • Analyzing, understanding, and answering client requests received through the Lemonway Support system (Zendesk) or by phone

  • Coordinating complex customer cases with the concerned service(s), while making sure that these are solved in the best way possible

  • Guide our customers in their usage and understanding of our solutions and products

  • Proactively coordinate actions, meetings and improvements for a number of dedicated customers with the goal to understanding their needs and anticipating their expectations

  • Accompanying the Sales teams in customer meetings when necessary; understand the customer environment and contractual relationships

  • Proactively contributing to the enrichment and improvement of internal (processes) and external (FAQ) documentation to improve response times & quality and reduce the number of requests

  • Sharing product bugs & improvement ideas to the Product, Marketing, and IT teams

Preferred experience

ABOUT YOU

We are looking for a client-oriented and solutions-driven person with great communication skills and an empathetic nature, who loves dealing with challenges together with others.

Desired skills

  • You are a problem solver: you’re able to quickly analyze a request, understand the root-cause of a problem and provide the right solution or support

  • You have a natural curiosity and eagerness to learn

  • You are organized and autonomous; you don't mind dealing with pressure and complex issues and are able to identify and manage priorities

  • You have excellent communication skills and are able to deal in a concise and simple manner with complex issues in written and spoken form

  • You are fluent in French and English. Another European language (preferably Spanish or German) is a plus.

Experience

  • You have 2+ years of relevant work experience in a customer facing role, preferably in a start-up / fintech / SaaS sector

  • You are already familiar with Customer Care tools like Zendesk, Intercom and Salesforce

  • Previous experience in the payment, banking or finance industry, using API’s is a big plus!

WHAT’S IN FOR YOU

  • Location - super headquarters based in central Paris (Silicon Sentier) 🗼

  • Flexible working environment and Remote Policy 🏠

  • Enjoy your food allowance with a Swile card 💳

  • 50% reimbursement of your Navigo or Velib pass 🚅

  • Health Insurance 👩‍⚕️

  • 25 days of holidays and RTT 🌴

  • Annual Holidays Bonus ✈️

  • International environment 🌍

Years of experience

    Salary range