Customer Care Analyst – Operations

This is a fully remote position, open to applicants in France.

📋 Description

• Engage with members through chat, email, and phone with clarity, empathy, and adherence to response time requirements.

• Assist members with their accounts, transactions, and inquiries following thorough investigation.

• Analyze, assess, and resolve unique or complex cases.

• Gather, organize, and communicate members’ needs, concerns, and suggestions to the Product, Tech, and Marketing teams.

• Enhance existing processes and workflows.

• Maintain up-to-date documentation, FAQs, and procedures.

• Identify bugs, report them to the appropriate teams, and monitor their resolution.

• Participate in testing new features prior to their release.

• Spot opportunities to enhance the member experience.

• Establish KPIs and suggest and implement actionable steps.

• Set up tools and routines to monitor projects and ensure successful outcomes.

• Serve as a liaison between members and the Product, Tech, Compliance, Marketing, and Impact teams.

⛳️ Requirements

• Education: BTS, IUT, business school, IAE, or another qualification related to customer relations.

• Prior experience in customer care or customer service is a significant advantage.

• Strong orientation towards customer service.

• Highly organized and detail-oriented.

• Exceptional written communication skills with flawless spelling.

• A curious analytical mindset.

• Ability to manage stress and maintain composure under pressure.

• Professional proficiency in English: capable of reading, responding, and communicating effectively in English.

• Dedication to environmental transition and alignment with Green-Got’s mission.

• Interest in digital tools.

• Enthusiasm for AI and automation in customer service.

• Availability for a permanent, 39-hour-per-week role.

🏝️ Benefits

• Remote work options available from home and anywhere in Europe.

• Flexible remote working arrangements.

• BSPCE (French employee stock options).

• Alan health insurance.

• Team-building day every six months.

• Opportunity to learn from a team that encourages knowledge sharing.

• Career advancement opportunities and increased responsibilities.

• A role that offers significant impact and meaningful responsibilities.