Customer Care Analyst – Operations

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

📋 Description

• Engage with members through chat, email, and phone while demonstrating clarity, empathy, and adhering to service-level agreements.

• Assist members with their account management, transactions, and inquiries.

• Identify, evaluate, and resolve new or complex issues.

• Gather, organize, and relay member needs, frustrations, and suggestions to the Product, Tech, and Marketing departments.

• Enhance current processes and workflows for efficiency.

• Maintain up-to-date documentation, FAQs, and procedural guidelines.

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

• Take part in testing new features prior to their launch.

• Spot opportunities to elevate the member experience.

• Establish performance metrics and execute actionable steps.

• Create tools and routines for project monitoring to ensure successful results.

• Work collaboratively with the Product, Tech, Compliance, Marketing, and Impact teams.

⛳️ Requirements

• Educational background: BTS, technical degree from a university (IUT), business school, IAE, or any qualification related to customer relations.

• Previous experience in customer care or service is highly desirable.

• A strong customer-service orientation.

• Exceptional attention to detail and organizational abilities.

• Excellent written communication skills with flawless spelling and grammar.

• A curious analytical mindset.

• Capability to handle stress effectively.

• Professional proficiency in English.

• Interest in impact initiatives and environmental transformation.

• Familiarity with digital tools such as Intercom, Notion, Slack, and Aircall.

• Enthusiasm for AI and automation in customer service applications.

🏝️ Benefits

• Possibility of remote work from home or anywhere in Europe.

• BSPCE equity warrants.

• Alan health insurance coverage.

• Team-building day every six months.

• True ownership and accountability in your role.

• Opportunities for learning alongside a collaborative team that shares its expertise.

• Potential for advancement into significant responsibilities.

• Be part of an ambitious, demanding, and committed team.