Customer Support Manager in Lalilo's Tech - Design Team

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Customer Support Manager

Web app to help elementary school students learn to read.
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2 years of XP min.35-kPermanentParisFull remote

Descriptif du poste

We are looking for our new Customer Support Manager. You will both have an operational and a strategic role for our users (teachers & families).

Your missions:

  • Empowering users thanks to self-service support;
  • Making sure that every single message receives a quick, friendly and relevant reply;
  • Replying to the French support tickets;
  • Facilitating the work of the US Support champions;
  • Maintaining up-to-date and user-friendly FAQ articles and saved replies;
  • Participating in the continuous improvement of our product by clearly and efficiently communicating any bugs, customer concerns, and feedback to the product team;
  • Frequently re-evaluating and re-adjusting our customer support tool (Intercom) and processes.

We believe that reactivity is key while managing a customer support service. We are humans talking to other humans, so we believe that a simple, kind and genuine message is powerful. We believe that transparency is important with our customers and with the Lalilo team. You will be the voice of Lalilo for many of our users. We want our users to continue to view our support as friendly, transparent, and efficient. We want them to understand that they’ve been heard and that their feedback will help us build a better product.

Profil recherché

About you We’re looking for somebody who:

  • Deeply cares about educators and can relate to them
  • Has outstanding verbal and written skills, in French and in English
  • Is tech-savvy and able to thrive in a tech startup
  • Is extremely organised and structured, able to navigate in unstructured environments
  • Pays attention to details and can multitask

Preferred experience We’re looking for a customer support manager:

  • with at least 2 years of customer support experience
  • with detailed working knowledge of helpdesk tools (eg: Intercom, Zendesk,…)
  • who is fluent in French and in English - with outstanding spelling skills

More details

  • Outstandingly mission-based and fun work environment :)
  • Remote work possible
  • Luncheon vouchers
  • 50% refund for your Navigo card
  • Focus on your well-being (free subscription to Lifeworks)
  • Meditation (free subscription to Calm)
  • Weekly yoga classes (at the office and from home)

Déroulement des entretiens

  • Short call with Anh, our HR manager (30 mn)
  • Technical test (2 hours)
  • Technical interview (60mn)
  • Fit interview (60 mn)
  • Two-way reference calls
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