The Head of Customer Care is responsible for delivering best-in-class user experience and satisfaction for Businesses and Professionals.
Your role is to shape the way we support, retain, and engage our community, through a combination of operational execution, strategic direction, and product collaboration.
You will be responsible for three key areas:
User Experience & Satisfaction
Define the desired experience to support our users, in line with our mission, brand promise and product experience.
Work closely with the PX team (Product & Tech) to co-design journeys that combine empathy, efficiency, and clarity
Nurture a culture of user obsession within the Care team: proactivity, ownership, and continuous improvement
Customer Support Operations
Supervise day-to-day Customer Support for Businesses and Professionals, currently ticket-based, with potential evolution toward a hybrid model (chat, phone) tailored to specific user needs
Own and track key KPIs: resolution time, CSAT, NPS, and drive ongoing improvements
Develop tools, workflows and training to ensure consistency, scalability, and quality of support
Balance data and experience: processes must scale, but never at the cost of user satisfaction
Customer Success Management (CSM) for Professionals
Scale the CSM program to increase Professional adoption, engagement, and retention
Build structured approaches to deliver value at key lifecycle moments
Collaborate with cross-functional teams to align success initiatives with growth and product goals
Strategical context
As Head of Customer Care, you’ll play a central role in building a platform where user experience is a differentiator
Your team has a key impact in driving trust, loyalty, and repeat usage to grow a highly engaged community
You’ll operate in an international context, with operations in France and the UK and further expansion across Europe
