Senior Customer Care Manager (M/F)

Job description

ABOUT US

Lemonway simplifies complex and regulated payment for marketplaces.🍋

Lemonway provides a dedicated payment solution for investment platforms and B2C/B2B marketplaces in Europe. The SaaS solution accessible via API allows 400 platforms to collect funds in a secure and regulated framework (PSD2, Payment Agent, KYC, AML/CTF).🚀

Based in Paris, London, Madrid, Milan and Hamburg, Lemonway is +150 Lemonheroes from 18 different nationalities.🌎

Lemonway is a regulated French Payment Institution which passports its services through payment agents across Europe. Lemonway has raised €35 million in Series B to finance its continuous growth.


Join a fast-growing scale-up that offers one of the most innovative solutions in a fast-growing market !

  • Join over 150 motivated and talented employees

  • Shape the future of payments in the new digital economy

  • Be part of an expert team, open to sharing knowledge to enable every talent to reach their full potential

  • Work in a hyper-growth tech environment #FrenchTech

  • Enjoy premises in the heart of Paris with a pleasant working environment


ABOUT THE POSITION

Within the Operations department, and reporting to the Team Lead Customer Care, the mission of the Customer Care team is to provide an excellent experience to all our customers in the daily use of our products and services.

You will be the voice of the customer, working cross-functionally with the various departments of the company to ensure high customer satisfaction.

You will be the first point of contact for our partners and you will be responsible for satisfying customer requests by proactively guiding them in the proper and optimized use of our products.


 

Your responsibilities: 
Support:

  • Analyze, understand and respond to customer requests received via the Lemonway Help Desk (Zendesk) or by phone (AirCall)

  • Coordinate complex cases with the appropriate department(s), ensuring that they are resolved in the best possible manner

  • Guide our customers in their use and understanding of our solutions and products

  • Proactively contribute to the enrichment and improvement of internal (process) and external (FAQ) documentation to improve response times and quality as well as to reduce the number of requests

  • Share product improvement ideas with product, marketing and IT teams


Coordination: 

  • Proactively coordinate actions, meetings and improvements for a number of dedicated customers in order to understand their needs and anticipate their expectations

  • Accompany the different teams in meetings with customers when necessary; understand the customer environment and contractual relationships

  • Manage projects internally in collaboration with our partners in order to maintain an optimal follow-up in a continuous improvement process

Job requirements

ABOUT YOU

We are looking for a customer-focused, solution-oriented individual with excellent communication skills and an empathetic nature who enjoys taking on challenges in collaboration with others.


Desired skills

  • You are a problem solver: you are able to quickly analyze a request, understand the source of the problem and provide the appropriate solution or assistance

  • You have a natural curiosity and a thirst for learning

  • You are organized and self-directed; you can handle pressure and complex problems and are able to identify and manage priorities

  • You have excellent communication skills and you are able to deal with complex issues in a concise and fluent manner, both in writing and orally

  • You are fluent in French, English and German 

  • Another European language is an asset


Expérience

  • You have at least 2 years of relevant work experience in a customer relations role, preferably in the FinTech / SaaS industries, with the use of an API

  • You are already familiar with customer service tools such as Zendesk, Mercanet, & Monday


HIRING PROCESS

1️⃣ HR Interview

During the first round, you will first have a 45 minutes interview with Jean-Baptiste, Senior Talent Acquisition Manager, to better understand your motivations about the role and company

2️⃣ Manager Interview

If you successfully pass the first interview, you will have a 1 hour interview with Walid, Team Lead Customer Care. During this interview, you will have an opportunity to discuss the missions and expectations regarding the role within the company. Also, the hiring manager will ask you to highlight one or two of your past experiences to showcase your skills for success in the role


3️⃣ Teams Interviews

During this last round of interviews, you will have the opportunity to meet your future colleagues or internal clients to get the final picture of the job and a sneak peak of the Lemonway culture


4️⃣ Reference and Offer

You have finally arrived at the last stage !

You will be asked for a reference before we make an offer

WHAT’S IN FOR YOU

  • Flexible working environment and Remote Policy 🏠
  • Enjoy your food allowance with a Swile card 💳
  • 50% reimbursement of your Navigo or Velib pass 🚅
  • Monthly budget allocated to our full remotes to come to the office 💳
  • 25 days holiday and approximately 10 days RTT per year 🏖
  • 4 days of volunteering in partnership with the platform, Vendredi 💪
  • International environment 🌍
  • Health Insurance with Alan 👩‍⚕️