Customer Care Analyst – Operations

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

📋 Description

• Engage with members primarily through chat (90%), followed by email (8%) and phone (2%) interactions.

• Assist members with their accounts, transactions, and inquiries after conducting thorough investigations.

• Identify, evaluate, and address unique cases effectively.

• Gather, organize, and relay member needs, concerns, and suggestions to the Product, Tech, and Marketing teams.

• Enhance current processes and workflows for improved efficiency.

• Maintain the FAQ and process documentation to ensure they are up-to-date.

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

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

• Spot opportunities to enrich the member experience.

• Establish metrics and execute tangible actions.

• Set up project tracking tools and routines to guarantee successful outcomes.

• Collaborate effectively with the Product, Tech, Compliance, Marketing, and Impact teams.

⛳️ Requirements

• Strong service-oriented mindset with a focus on member satisfaction.

• Highly organized and detail-oriented.

• Exceptional written communication abilities with flawless spelling and grammar.

• Analytical mindset with a knack for recognizing patterns.

• Capacity to manage stress and maintain composure under pressure.

• Willingness and enthusiasm to work on Saturdays and Sundays.

• Proficient in English with the ability to read, respond, and communicate effectively.

• Interest in environmental transitions and alignment with Green-Got’s mission.

• Enjoyment of utilizing digital tools such as Intercom, Notion, Slack, and Aircall.

• Curiosity about AI and automation in customer service contexts.

• Possession of a BTS, university-level technical diploma, business school, IAE, or any relevant education related to customer relations.

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

🏝️ Benefits

• A position with tangible impact.

• Authentic responsibilities that contribute to your growth.

• Opportunities to learn within a team dedicated to sharing knowledge.

• Potential for growth and the chance to assume key responsibilities.

• Flexibility to work remotely from home or anywhere in Europe.

• A driven, ambitious, and committed team environment.

• Regular team events: GG Team Day, CC Team Building, and Green-Camp.

• A 35-hour workweek contract.