Customer Service Team Manager - French Bilingual
Core
Build and lead the founding French Customer Experience team to deliver exceptional omni-channel service (phone, chat, email, social) for French-speaking customers.
Role type
Senior Customer Service Team Manager (Founding Team)
Builds
High-performing CX team and customer experience processes
Domain
E-commerce / Retail / Customer Experience
Required skills
French (fluent), English (fluent), team leadership, performance management, cross-functional collaboration, hiring and training, CX metrics (CSAT, FCR), Zendesk/Gladly experience, operational rigor
Preferred skills
Retail or e-commerce background, startup environment adaptability
Technologies
Zendesk, Gladly
Responsibilities
Lead and develop a team of CX Specialists delivering best-in-class omni-channel experiences; Elevate team performance and KPIs through continuous improvement; Coach and mentor team members to grow skills and exceed expectations; Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points; Lead initiatives to reduce friction and improve efficiency; Assist with hiring, onboarding, and training CX Specialists.
Seniority
Senior, hands-on IC