Customer Services Manager
Lengow, France
Job Description
Lengow, an intelligent and automated e-commerce platform :
Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.
All jobs are open in Nantes/ Paris/ Barcelona.
Position description:
Customer Services is a key unit within the company and within the Professional Services Department, as its purpose is to support our merchants in their projects and successes throughout their lifecycle at Lengow. This is achieved through various services such as catalog audits, training, and project management. In this sense, CS plays a significant role in merchant retention and churn prevention.
The team currently consists of 6 international specialists and their manager, Chloé, who is in search of a replacement.
Purpose of the job:
Your mission will be to support and evolve the team in its daily tasks and missions while being attentive to the needs of our merchants, guiding them to success in their projects through our expertise in the Lengow solution.
Your main tasks would be as follows :
- Manage, monitor, and analyze the performance of the assigned team.
- Unify and motivate the assigned team by assisting in the development of their skills.
- Monitor the deployment of client services according to their needs (audit, training, support, implementation of distribution flows, etc.) from definition to delivery, while maintaining good communication with internal teams.
- Ensure that questions and issues raised by our clients are addressed and ensure that technical issues or queries are escalated to relevant departments during the service.
- Guarantee customer satisfaction and provide personalized follow-up.
- Ensure the proper transmission of information internally and implement the necessary means to promote the service by leveraging the knowledge of our specialists.
Hiring Process :
- Phone call with Alexandre Talent Acquisition Manager
- Video itw with Chloé (Head of CS)
- Roleplay with Clotilde (Head of onboarding services) Chloé and Anna (VP Customer Services)
- Culture itw with Gautier our CHRO.
- Reference check and offer letter
Requirements
We are looking for someone with the following experiences and skills :
- Strong communications skills (written amp; verbal) since you'll be interacting with teams, C-levels and customers.
- Fluent in French amp; English (Spanish is a plus)
- A caring, positiv and open-minded attitude, attentive to the needs of both teams and other departments
- A good adaptability in an environment where you need to bounce back and explore solutions
- An ability to anticipate, identify and define the needs and their solutions in a proactiv way
- A technical sensitivity and logical mind, since it is important to understand the operational side of the business and to support the team in her tasks if necessary
- Knowledge of the e-commerce sector would be a plus.
Benefits
Joining Lengow is also an opportunity to benefit from many advantages :
- Ticket restaurant 8 euros by day
- Malakoff Humanis Private insurance amp; Prevoyance.
- Hybrid remote policy
- Flexible hours
- Bike mileage allowances or 50% of transportation tickets.
- Remote allowances
- Professional events (Devoxx, Meetup ...) and regular internal events.