Customer Care Supervisor [CDI]

Typology is the first skincare brand launched by Good Brands, an ambitious project to build a new generation of digital first consumer brands. Founded in 2019 by serial entrepreneur Ning Li, Typology became the #1 selling skincare brand online in France and operates also in Germany, the USA and Japan.

Reporting to the Customer Service Manager, the Supervisor supports the operational management of the team and ensures a high quality of customer interactions. Acting as a key point of contact on the ground, they embody rigor, empathy, and a solution-oriented mindset.

They actively contribute to the upskilling of agents and to the structuring and continuous improvement of service quality.

Main Responsibilities

1. Activity Management and Coordination

• Ensure ticket allocation and a balanced workload across agents (backlog management).

• Guarantee consistent application of procedures and alignment of daily practices.

• Identify operational bottlenecks (ticket types, volumes, time slots, etc.) and propose optimization solutions.

• Act as a smooth liaison between agents, the team lead, and the Customer Service Manager.

• Optimize team scheduling and shift management.

• Support the team during peak activity periods and contribute to ticket handling when needed.

2. Quality Monitoring and Continuous Improvement

• Conduct weekly ticket audits to ensure tone of voice, writing quality, and response consistency.

• Analyze low CSAT tickets and propose optimizations aimed at reducing team workload.

• Identify individual and collective improvement areas (writing, understanding, handling sensitive situations).

• Contribute to updating the knowledge base and macros.

• Build quality reports and monitor key KPIs.

• Proactively contribute to solving recurring issues (product, logistics, tools).

3. Team Support and Development

• Conduct weekly coaching sessions with each agent to work on individual development areas.

• Provide constructive, regular, and motivating feedback.

• Act as a supportive point of contact for the remote team lead and ensure strong alignment with the rest of the team.

• Foster a culture of collaboration, continuous improvement, and service excellence.
  

Experience

• 2 to 4 years of experience in customer service (e-commerce, cosmetics, tech, or digital retail).

• Initial experience in team coordination or facilitation.

• Strong customer satisfaction mindset with a high attention to detail.

• Comfortable using CRM tools (Zendesk preferred) and digital collaborative environments (Slack, Notion, Google Sheets, etc.).

Hard Skills

• Excellent written communication skills with strong attention to spelling and clarity.

• Good understanding of customer service KPIs (CSAT, FRT, SLA, backlog).

• Ability to audit, measure, and report on service quality.

• Solid experience with Zendesk or an equivalent customer support tool.

• Reporting and analytical tracking skills.

• Professional proficiency in English (reading, writing, and comprehension).

Soft Skills

• Solution-oriented mindset, with the ability to provide practical and sustainable responses to everyday challenges.

• Strong attention to detail, ensuring accuracy and consistency in customer interactions.

• Supportive and inclusive leadership approach.

• Ability to build trust and motivate others.

• Analytical thinking and intellectual curiosity.

• Proactive and autonomous in execution.

Diversity is the engine of our innovation. We build a culture where difference is valued. These are the principles that guide the way we build our teams, train our leaders, and create a business that's right for everyone who's a part of it.

Unfortunately, we cannot respond to each candidate due to the large number of applications received. We come back to candidates whose qualifications best meet our roles - Consult our personal data protection policy for candidates.

We consider our board members to be full team members. The board is currently composed of Ning Li, Rodolphe Menegaux and Jeremy Uzan. The observer members are Michael Stothard and Marc Simoncini.