Customer Experience Manager

This position is remote-friendly.

💚 About our Customer service

Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service.

Led by Mathilde, the internal team focuses on building strong and efficient processes to make sure that our outsourcing partners can deliver outstanding results!

🎯 What You Will Do

As a Care Experience specialist, your mandate is to make sure our users have the best experience possible. You adjust our processes, enhance our tooling, and plan resources to make sure we deliver amazing satisfaction! Thanks to your deep understanding of our CSAT, you know our users’ issues and the team’s struggles in answering them better than anyone. Therefore, you push for changes to deliver outstanding customer service.

Your responsibilities:

• Processes: You will be in charge of optimizing our processes to make sure support teams work as efficiently as possible.

• Workforce management: You are responsible for modeling and projecting our needs. You implement a staffing model to ensure we have an optimal resource allocation to answer our users.

• Routines: You analyze pain points in our daily routines and find ways to automatize them to avoid too much manual work from the team.

• Voice of the customers: You ensure our users are heard internally. You analyze and aggregate their feedback made through tickets, CSAT, etc.) to share them with the right team, and push for action. You update processes accordingly.

• Tickets and routing management: You maintain proper ticket routing to agents and ensure high productivity (creating accesses, updating ticket fields, etc.).

• Experience: You have about 2-4 years of experience working on creating or challenging processes, as well as working on workforce management topics. Experience in customer service is a plus but is not mandatory for this role.

• Analytical: You are data-driven and know how to do project management and break down large problems into actionable items.

• Languages: You are native in French and fluent in English both written and spoken, as our team is international.

• Mindset: You deeply care about others, you like challenges, and you are known for your incredible energy! You are known for your entrepreneurial mindset.

• Attention to details: You know that the devil is in the details, and you have a talent for spotting flaws when there are.

• Efficiency: You are fond of productivity tools and able to deliver on time on projects with many stakeholders.

• 15-min call with the Hiring Manager

• 45-min personality interview with two team members

• A case study followed by a 45-min debrief

• 45-min Founders interview

• Reference calls

You might also be invited to meet other team members at the office for a coffee or a drink!