Customer Care Analyst – Ops

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

📋 Description

• As the first point of contact, you will engage with our members across various channels — chat (90%), email (8%), and phone (2%) — providing responses that are clear, empathetic, and timely.

• You will possess comprehensive knowledge of Green-Got, enabling you to assist members with their accounts, transactions, and inquiries, while thoroughly investigating to find the correct answers.

• In handling new cases, you will identify, qualify, and resolve unique situations, taking responsibility for the quality of the initial contact.

• You will serve as the member's voice internally, gathering, organizing, and escalating their needs, frustrations, and suggestions to the product, tech, and marketing teams.

• Your role will involve continuous improvement, where you will enhance existing processes, challenge workflows, and keep our documentation (FAQ, procedures) updated in line with every product change.

• You will track incidents by identifying bugs, reporting them to the appropriate teams, and following up until they are resolved.

• Participation in testing phases for new features before they launch will also be part of your responsibilities.

• You will take the initiative and ownership by identifying ways to enhance the member experience, defining metrics, and proposing as well as implementing specific actions.

• You will manage projects by establishing the necessary tools and routines to track your projects and ensure successful outcomes.

⛳️ Requirements

• Proficient in operational English: you can read, respond, and communicate effectively without searching for words.

• Ability to manage stress: you maintain composure when situations demand it.

• Impact-minded: you care about the environmental transition.

• Familiarity with digital tools: experience with Intercom, Notion, Slack, Aircall, and a genuine curiosity about AI and automation in customer service.

• Strong writing abilities: you possess impeccable spelling and can adapt your tone to suit each interaction.

• Rigor and organizational skills: you prioritize tasks, document processes, and ensure thorough follow-up.

• Analytical curiosity: you seek to understand the root causes of issues rather than simply fixing them.

• Service-oriented mindset: you recognize that behind every ticket is an individual — you focus on solving problems rather than just closing tickets.

• Weekend availability: you are willing and motivated to work on Saturdays and Sundays.

🏝️ Benefits

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

• Growth opportunities: engaged team members can advance with us and take on significant responsibilities.

• Learning environment: collaborate with a team that shares knowledge within a leading regulated setting.

• Real responsibility: you will not only execute tasks but also contribute meaningfully.

• Impactful position: play a role in a transformative sector and engage directly with our members daily.

• Team dynamics: work with an ambitious, demanding, and determined team that enjoys quality time together.

• Regular events: participate in Team Day GG, Team Building CC, Green-Camp, and more.