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Malt
Malt

Customer Care Team Lead (France)

Job summary
Permanent contract
Paris
Salary: Not specified
No remote work
Skills & expertise
AI and machine learning
Networking

Malt
Malt

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Job description

Discover our galaxy 🪐

Since 2013, when Malt was founded by Vincent Huguet and Hugo Lassiège, we have become Europe’s fastest-growing freelance marketplace. 

By acquiring Comatch (the Berlin-based leading marketplace for top freelance management consultants and industry experts) in 2022, we’re now home to a dynamic community of 550k+ freelancers, 70k+ companies, and 700+ Malters. 

We’ve built the industry’s leading freelance management solution — all on a powerful, data driven tech platform — to match companies with the right freelance talent.

But we’re more than just a connector. Our marketplace streamlines freelancer-client communications, simplifies administrative and legal tasks, expedites invoicing and payments, and so much more.  

Today, our company is growing fast! We need people like you to help us write this next chapter.

We are a tech company with a human approach 👽

- Strong company culture fueled by 700+ Malters from 40 countries

- Offices and teams in France, Germany, Spain, Belgium, United Kingdom, the Netherlands, Switzerland and the Middle East

- Committed to equality and diversity (50% of people managers are women)

- Strong career path policies allowing all Malters to develop and grow equally

- Backed by renowned investors including ISAI, Eurazeo Growth, Goldman Sachs and BPI France

- Recognized twice by LinkedIn as one of the best start-ups to work at

The Team Leader France is responsible for the performance and well-being of the FR team of customer experience representatives. He/she ensures freelancers and clients satisfaction, quality of service and compliance with objectives. He/she supervises and develops the members of his/her team, and ensures that they increase their skills.

Key responsibilities ✨

  • Monitoring of the French team’s performance, with the objective of maintaining a great customer experience while improving productivity

    • - Monitor OKRs and analyze customer care France KPIs (Reply time, CSAT score…) on a weekly basis, to identify improvement areas and improvement plans

    - Manage directly key projects to support improvements of team’s performance, incl. training, product escalations, AI use cases. 

  • Is fully accountable for the capacity planning of the French team, and proactively reallocates available capacity to side projects or to support other teams 
  • Enables team members to grow within Malt

    • - Identify relevant projects for each member of the team, and support them to “go over the finish line”

    - Identify performance issues or knowledge gaps early enough to coach most junior members of the team

  • Is fully accountable for team’s management:

    • - Sets a weekly routine with team members

    - Evaluates from end to end individuals’ performance

    - Sets targets at collective and individual level that are fair and reachable

    - Set recruitment’s objectives and manages the onboarding of new joiners from E2E

  • Proactively manages interdependencies with other departments (self-service, Finops, Product, Sales, Community…) to challenge allocation of tasks and define cross-department projects
  • Participates / leads global projects that improve team’s productivity across countriesSupport the integration and is accountable for the onboarding of new joiners
  • First call with Elisa, Talent Acquisition Manager, to better understand your background, your expectations and answer your questions
  • A first interview with Sarah a team member to discuss your background in more detail, answer situational questions and better understand our expectations
  • A business case to test your writing skills and customer approach
  • Final interview with Perrine, our Chief Community Officer to give you an overview of Malt's strategy and long-term vision

    • Malt is the perfect space to thrive personally and professionally 💫

    - Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris

    - Equity: Every Malter is entitled to stock options 

    - Lunch vouchers (legal benefit): €9/day on your Swile card.

    - Transportation (legal benefit): 50% reimbursement (any type of transport)

    - Healthcare insurance (legal benefit) 

    - RTT: From 8 to 12 days off

    - Sports: Company participation to a Gymlib membership

    - Malt sabbatical: Every three years, Malters is entitled to a one month paid sabbatical leave.

    - Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow.

    - Remote work: Hybrid remote policy

    - Annual team building events

    Ready? Get your ticket to Malt 🪐 

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