Head of Customer Care, Skello
Workforce management solutions
Job no longer available
Workforce management solutions
201-500 employees
Job no longer available
201-500 employees
Company mission
To revolutionise workforce management by allowing any manager to optimise, simplify and plan work through an innovative and intuitive tool.
Role
Who you are
- Customer satisfaction is something that drives you and you are passionate about customer relations.is something that drives you and you are passionate about customer relations
- You are a true solution seeker: you cannot leave a request unanswered. You do everything necessary to clearly understand the customer's request and provide support with the right level of expertise.answer . You do everything necessary to clearly understand the customer's request and provide support with the right level of expertise
- You have a first proven experience in management of at least 4 people.r e in
- You have an eye for detail and a practical sense: you cannot imagine being able to explain something without having done it yourself and you are always ready to lend a hand to your team during a difficulty
- You are recognized for your sense of pedagogy : you like to explain things simply, transmit as much knowledge as possible and you thrive when you improve the lives of the people around you
- You use data and your analytical skills to improve processes
- You are structured and rigorous
- You are tech -savvy and always on the lookout for the latest innovations, with a great ability to design and implement simple processes and tools to solve complex problems.solve complex problems
- You are fluent in French and English
What the job involves
- Management & Leadership:
- Recruit a team of enthusiasts to develop excellent customer satisfaction
- Design an ultra-motivating career and personal development plan for your team in order to retain them
- Support the team on a daily basis and coordinate its activities (resource planning, prioritization of activities)
- Share knowledge and coach your team to drive performance through continuous improvement and training
- Represent the voice of our customers internally, in particular with the product, technical, commercial and customer support teams
- Understand and prioritize customer needs, work closely with the Quality Assurance (QA) team to develop the best product for our users
- Contribute to the definition of inspiring and impactful products and features
- Customer satisfaction & training
- Support the team in managing customer requests
- Coordinate with other departments in the different levels of customer requests; ensure the quality of the processing of user requests
- Proactively handle and manage the complex cases that our clients encounter
- Communicate to our customers the development of our products, new features and updates
- Organize, in collaboration with our Customer Success Management team, webinars and training sessions dedicated to our customers in order to improve the adoption of our functionalities (new and existing)
- Continuously update our knowledge base internally and externally to improve product adoption and customer knowledge
- Monitoring & structuring
- Monitor and improve your team's KPI's and SLA's (productivity, response time, quality, customer satisfaction).response , quality, customer satisfaction)
- Create agile and efficient processes, for example: automate tasks with low added value for your team as much as possible
- Always seek to innovate and reinvent our tools, our know-how and our processes thanks to external benchmarks from the best Customer Care teams.R einventing our tools, our know-how and our processes thanks to external benchmarks from the best Customer Care teams
Our take
Keeping track of team work patterns and schedules represents a significant challenge for many businesses. Skello solves this problem by making it easier for managers to build and optimize their business's work schedule.
When it first launched, Skello concentrated on serving businesses in the hospitality industry, using an SaaS approach to streamline complicated staffing patterns. Since then, the company has successfully widened its scope, and is now used by over 15,000 customers, including big-name brands such as Adidas and Starbucks.
A recent influx of funding will enable Skello to expand further in Europe, opening new offices in profitable markets such as Germany. This will allow the company to reach new and lucrative clients, and to continue to scale effectively.
Freddie
Company Specialist
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2021
$44.1m
SERIES B
Oct 2018
$6.7m
SERIES A
Total funding: $51.2m
Company benefits
- To work in brand new offices, in the heart of Paris, on 7 floors crowned with a rooftop
- To take advantage of a teleworking policy (2 to 3 days a week depending on the teams) and a budget dedicated to your installation
- Lunch with a Swile restaurant ticket card
- To exert yourself, alone or as a team in our own gym or with our football team
- To protect you with the mutual Alan
- To rest thanks to 10 days off (our VRD: Very Relaxing Day) in addition to paid holidays
- To train you thanks to a tailor-made onboarding and a continuing education budget for you and your team
- To meet the team thanks to the actions of our Happiness and the budget they dedicate each month to well-being
- An almost perfect parity... And we work every day to make it perfect!
- Coverage of transport costs at 50% and the mobility package
Company HQ
Sainte-Avoye, Paris, France
Articles
Leadership
Previously worked as a Data Analyst at Work4, and as President of OuiSport Association.
Previously worked in Corporate Communication at Turo, and as an Analyst at Serena Capital.
Samy Amar
(CIO)Previously worked in IBM's Marketing & Communications division, and was Head of SEO Projects at Envie de Fraise.
Salary benchmarks
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