Customer Care Manager — French Market - fixed-term contract
Core
Improve quality and consistency of frontline Customer Care operations for the French market by handling Level 2 escalations, coaching partners, and analyzing support quality.
Role type
Senior Customer Care Manager (Quality & Operations)
Builds
High-volume French-speaking Customer Care operation for Payment Services (card payments, terminals, Tap to Pay)
Domain
Fintech / Payments
Required skills
Level 2 support, quality analysis, coaching, operational problem-solving, process improvement, product investigation
Preferred skills
Fintech experience, payments domain knowledge, SaaS experience
Technologies
Zendesk, Excel, Notion
Responsibilities
Resolve complex Level 2 cases escalated by frontline teams; Assess support quality and provide actionable feedback; Coach and calibrate external partner Team Leads; Identify recurring issues and update processes/documentation; Collaborate with Product and Tech on complex cases
Seniority
Senior, hands-on IC