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As the Lead Customer Care, you will be responsible for overseeing the entire post-sales customer experience, focusing on a smooth and engaging client onboarding process and efficient handling of Level 1 support tickets. You will play a key role in customer satisfaction, retention, and product adoption.
Below are your key responsibilities:
Client Onboarding
- Design and continuously improve onboarding journeys tailored to different customer profiles including enteprise customers.
- Guide new clients through product setup and usage (trainings, demos, initial support).
- Monitor all stages of the onboarding process to ensure successful and timely account activation.
- Collaborate with Sales, Product, and Tech teams to ensure seamless handover and alignment.
- Identify pain points during onboarding and implement improvement actions to enhance the experience.
Level 1 Customer Support
- Oversee incoming support tickets via our customer service platform (Hubspot Services).
- Directly handle Level 1 inquiries: product usage, account questions, basic troubleshooting, etc.
- Track and report key support KPIs: first response time, resolution rate, CSAT scores.
- Escalate more complex technical issues to Level 2 support or engineering teams.
- Create and maintain self-service content: FAQs, help center articles, video tutorials and the Didomi Academy.
Team Management & Process Optimization
- Lead and mentor a Customer Care team.
- Establish and document efficient support processes and workflows.
- Establish team objectives and OKRs.
- Proactively suggest ways to improve customer satisfaction and streamline support operations.
- Contribute to customer retention and success strategies by providing regular feedback and insights.
Technical Skills & Tools
- Strong experience with customer support tools (Zendesk, Intercom, HubSpot Service, etc.).
- Ability to understand and explain a tech/SaaS product in a clear and simple way.
- Comfortable using ticketing systems, CRM tools, and documentation platforms.
- Knowledge of digital customer journeys and UX best practices is a plus.
Soft Skills
- Customer-centric mindset and excellent interpersonal skills.
- Clear written and verbal communication.
- Highly organized, detail-oriented, and autonomous.
- Ability to multitask and manage priorities in a fast-paced environment.
- Team spirit and leadership abilities.
Preferred Background
- 3–5+ years of experience leading a team of customer support, client onboarding, or customer success—ideally in a SaaS/tech environment.
- Native or fluent in French and fluent in English is required.
Recruitment process
- 1- HR screen with our Senior Talent Acquisition Manager (15min)
- 2- ITW with our CS Director (30 min)
- 3- Case study presentation (1h)
- 4- Last itw with our CRO (30 min)
Applicants who contact employees directly regarding their application will not receive a response. Please submit your application through the designated application form.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The information collected from your application is subject to data processing on the basis of the performance of pre-contractual measures. The processing is intended for the management of applications for positions at Didomi. The fields marked with an asterisk are mandatory. Failure to complete them will result in your application being impossible to process. The recipients of the data are Didomi’s Human Resources team and other people in the company who are involved in the recruitment process, as well as their service providers. The data provided will be kept on our records for a period of two years, beginning from the last contact Didomi has with the candidate. In accordance with the applicable legislation you have the right to access, rectification, deletion, opposition. In case of disputes, you have the right to refer to the Commission National de l'Informatique et des Libertés. You can exercise your rights by contacting the data controller at the following address [email protected]
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