Team Lead Customer Care (F/H)

ABOUT US

Join Lemonway, the French fintech revolutionizing payments!
Lemonway is a European accredited Payment Institution for the new economy and operates over 29+ countries.

At Lemonway, we're reinventing payment management for marketplaces, alternative finance platforms and merchants. Our high-standard and high-performing product is fully adaptable to our customer needs. From Payment expertise to Compliance expertise, our portfolio of products provides what digital platforms need.

Join a hyper-growing and exciting company that brings one of the most powerful payment factory into a booming market:

• 140+ motivated and talented employees
• Shape the future of payments and work in the heart of the new digital economy
• Be part of a supportive, knowledge-sharing team that empowers every single talent to reach their full potential
• Work in a Tech and dynamic environment
• Headquarters in Paris downtown with a nice working environment

ABOUT THE POSITION

As Lead Customer Care, you will be a central pillar of our Customer Services team. Part of OEPRATIONS department, you will report to the Head of Customer Services.

Your mission will be to ensure an exceptional customer experience by effectively managing customer interactions with our products and services. You will be responsible for coordinating and supervising a 5 FTE team dedicated to level 1 support and clients’ coordination located in our Paris and Hamburg offices. You will navigate them through technical, payment and compliance expertise to answer clients’ questions and solve their issues through our ticketing system and to proactively accompany them in the usage of our products.

Your responsibilities

• Lead and inspire a team of customer care specialists, fostering a collaborative, excellence-oriented work environment.
• Coordinate team activities: resource planning, activity prioritization, tools management, KPI, procedures.
• Oversee and optimize customer support processes to ensure fast, accurate and courteous responses. Make sure no issue remains pending at Level 2 & Level 3 support.
• Be responsible for team trainings and the team’s know-how & autonomy.
• Monitor and resolve complex incidents, working closely with payments, technical and compliance teams.
• Measure & analyze customer feedback (NPS) to identify trends, anticipate needs and propose continuous service improvements.
• Work hand-in-hand with Account Management team to secure a long journey with our customers.
• Contribute to defining inspiring and impactful products and processes by being the voice of our customers to our PRODUCT team.
• Lead and contribute to projects which have impact on our customer and that drive their happiness.
• Set up performance indicators (KPIs, SLAs) and draw up regular reports to measure customer service efficiency and satisfaction levels.
• Actively participate in the recruitment, training and professional development of your team members.

ABOUT YOU

We are looking for an energetic, hands-on, client-oriented and solutions-driven person.

The ideal candidate for this role has excellent communication skills and a can-do mindset.

Desired skills

• You are a real problem solver: you cannot leave a request unanswered. You do everything required to clearly understand the customer’s request and provide support with the relevant level of expertise
• You have a solid experience in customer care, you show strong leadership skills and have a first experience in managing a customer facing team
• You are detail-oriented and hands-on: you cannot imagine being able to explain something without having done it yourself and are always ready to give your team a hand when things get rocky
• You are known for your teaching skills: you like to explain things simply, to pass on as much knowledge as possible, and you thrive when you make the people around you better
• You use data and your analytical skills to seek out and implement improvements in organization, processes and products
• You have excellent written and oral communication skills in French and English. Other languages appreciated. (FR, EN, DE, ES and IT are languages offered to our customers)

Experience

• You have 5+ years of relevant work experience in a customer facing role, preferably in a start-up/fintech/SaaS sector
• You already know Customer Care tools like ZENDESK, AIRCALL, INTERCOM and SALESFORCE
• Previous operational management experience is mandatory.
• Exemplary team spirit and leadership, with a passion for customer service excellence.
• Strong problem-solving and conflict management skills.
• Strong analytical skills, with attention to detail.
• Ability to work under pressure and manage multiple priorities effectively.
• Previous experience in the payment, banking or finance industry, using API’s is a big plus*

Lemonway is committed to promoting diversity, in particular by encouraging the gender mix and the employment of people with disabilities.