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About the role
Key responsibilities & impact- Respond to members via chat, email, and phone
- Assist members with account, transaction, and product-related questions through investigation
- Identify, assess, and resolve new or unusual cases
- Gather, structure, and communicate members’ needs, frustrations, and suggestions to the Product, Tech, and Marketing teams
- Optimize processes and workflows
- Maintain FAQs and process documentation
- Identify bugs, report them to the relevant teams, and track incidents through resolution
- Participate in functional testing of new features before they go into production
- Identify opportunities to improve the member experience
- Define KPIs and implement concrete improvement initiatives
- Establish project-tracking tools and routines, and ensure project outcomes are achieved
- Serve as the central liaison between members and Green-Got’s Product, Tech, Compliance, Marketing, and Impact teams
Requirements
What you’ll need- BTS, IUT, business school, IAE, or a qualification related to customer relations
- Initial experience in customer care or customer service is a plus
- Excellent written French and impeccable spelling
- Working proficiency in English for reading, writing, and communication
- Empathy and a strong service orientation
- Strong rigor, organizational, prioritization, and documentation skills
- Ability to remain calm under pressure
- Analytical mindset, curiosity, and ability to identify patterns
- Sensitivity to the environmental transition and Green-Got’s mission
- Comfortable using digital tools, including Intercom, Notion, Slack, and Aircall
- Interest in applying AI and automation to customer service
Benefits
Comp & perks- Remote work available from home anywhere in Europe
- Flexible remote or Paris-based working arrangements
- BSPCE stock options
- Alan health insurance
- One team day every six months
- Professional development opportunities
- Career progression opportunities
- Meaningful responsibilities and the opportunity to contribute to product development