🛠 Tech Stack

💼 About This Role

You'll tear down a reactive support experience and rebuild it as a proactive, AI-powered operation, owning CSAT and building automation that scales. You'll sit at the intersection of Customer Experience, Product, and Ops to make sellers feel genuinely taken care of.

🎯 What You'll Do

• Architect shift from reactive tickets to proactive self-serve support.
• Build automation to resolve 30%+ tickets within 90 days.
• Own CSAT and root cause dissatisfaction cross-functionally.
• Manage customer support stack: routing, workflows, escalations.
• Build dashboards for CSAT, FRT, FCR, ticket volume, self-serve rate.

📋 Requirements

• 3+ years running operations in a fast-moving environment.
• Autonomous on automation: built workflows and killed manual processes.
• Deeply analytical: SQL, spreadsheets, dashboards.
• Work across Product, Sales, and Ops without authority.

✨ Nice to Have

• Experience in a high-growth startup.
• Known how to break messy problems into clear action plans.
• Thrives in environments with real ownership.

🎁 Benefits & Perks

• 📈 Competitive salary (customizable via salary calculator).
• 📊 BSPCE Stock Options with monthly vesting after year one.
• 🏥 Full healthcare plan via Alan for team, partner, children.
• 🍽️ Swile meal card (€11/worked day).
• 🚇 Swile mobility card (€42/month for sustainable transport).

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Case Study· 90 min
4. 4Offer· 30 min