Role Overview
The Customer Success Manager is responsible for ensuring the performance and compliance of our entire support and moderation system. This includes coaching and motivating the team to ensure user satisfaction, while ensuring that our moderation processes remain compliant with applicable regulatory requirements.
What You Will Do
Key responsibilities include ensuring the quality of service provided by internal teams and our external provider, supervising the escalation chain of user requests and reports, and defining, structuring, and continuously improving support and moderation processes.
Why It Might Be a Fit
The ideal candidate will have a minimum of 5 years of experience in Customer Care/Moderation, including at least 2 years in team management, and will be able to build and maintain structured support content, as well as communicate effectively in English.
Requirements
- Minimum 5 years of experience in Customer Care/Moderation
- At least 2 years in team management
- Good understanding of regulatory issues applicable to digital platforms
- Experience in managing external providers (BPO)
- Mastery of support and moderation tools, and reporting tools
- Excellent written and oral communication
- Leadership and ability to unite a team around common objectives
Benefits
- Hybrid telecommuting
- Competitive remuneration package with annual performance bonus (10%)
- Swile card taken care of by the company at 60%
- Alan health insurance, financed at 80% by the company
- Attractive employee savings plan
- External CE: access to a platform of advantages and discounts
- Exclusive parental advantage: guaranteed cradle in childcare
To apply for this job please visit linkedin.com.
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