Care Quality Manager H/F - Joko Paris - 75

Who we areWe help consumers shop smarter. Our ambition is to revolutionize the way people shop, empowering them to find what they need, make informed purchasing decisions, and save money.
Joko is a tech company founded in Paris. Our team of over 50 talents is international and spread across offices in Paris, Barcelona and New York, or working remotely.
As a certified B Corporation, we are committed to making a difference in the lives of the communities we serve, including the 4 million consumers already using Joko to save money every day at over 7,000 merchants.
Over the years, we have quickly expanded our value proposition to enable consumers to make smarter shopping decisions through many features : cash back, buy now and pay later, automatic coupons, price drop alerts, carbon footprint tracking, and more. Today, we are dedicating significant resources to developing an AI-powered assistant that helps users find the right product based on their criteria for price, quality, or environmental impact from the global e-commerce catalog.
After reaching profitability in our core market, we are now expanding internationally with a primary focus on the US.
IT's still day 1; come build the future of shopping with us !
This position is remote-friendly.

Our Customer serviceOur mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service.
Led by Mathilde, the internal team focuses on building strong and efficient processes to make sure that our outsourcing partners can deliver outstanding results !

What you will doYou will drive the entire quality, training, and knowledge strategy for the Care Team to ensure we reach and keep the standards of excellence we strive for. You will split your time between building up new processes through projects and operating them. Thanks to your work on quality, you have a deep understanding of our users' issues and the team's struggles in answering them. Therefore, you push for changes to deliver outstanding customer service.
Your responsibilities :
- Indirect Management : You lead a group of quality specialists working for our partners. You guide them in their quality approaches and challenge them on their results.
- Auditing : You design auditing processes (scorecard, Audit tooling, Ticket selection, calibration) aiming at helping agents grow. You also operate them performing audits or coaching yourself.
- Knowledge : You are the owner of our knowledge base. You maintain IT up-to-date by processing feedback and looking at the data on article usage. You coordinate internally with other teams, anticipating new product releases and tooling evolution.
- Training : You build a train the trainer' program and ensure that our onboarding is qualitative, so agents can BE productive fast. You also support the ramp-up of the team.
- Ticket solving : You provide best-in-class quality of service in French and English, both written and spoken.
- Performance monitoring : You monitor quality-related metrics (audit results, CSAT, knowledge base usage, etc.). You deep dive when identifying issues and constantly ensure that we deliver outstanding results by coordinating with our partners.

Who we're looking for- Experience : You have about 2-4 years of experience in customer service, ideally you have already worked on customer support projects linked to quality, training, and knowledge.
- Languages : You are native in French and fluent in English both written and spoken, as our team is international.
- Mindset : You deeply care about others, you like challenges, and you are known for your incredible energy ! You are not afraid to take initiative
- Attention to details : You know that the devil is in the details, and you have a talent for spotting flaws when there are.
- Structured : You are data-driven and know how to do project management and break down large problems into actionable items.
- Empathic : You deeply care about our users and know how to create good and efficient processes

Our perksWe believe that flexibility and trust are important parts of a company. Our work environment reflects this thanks to :
- Flexible remote : If you live in Paris, you can work from our office or from your place with no constraints. If you live elsewhere, you can get access to a coworking space.
- Work from anywhere : Do you want to travel to Italy for a month and work from there? For up to 3 months a year, you may work from most countries in the world.

On top of that, we offer many perks such as :
- A budget for remote work equipment
- A ClassPass subscription for you to stay in shape wherever you are
- Premium health insurance (Alan Blue in France)
- A Swile card for your meals, if you are based in France
- Frequent team events and in-person gatherings every quarter !
- And so much more, see here

Our hiring process- 20-min call with the Hiring Manager
- 45-min personality interview with two team members
- A case study followed by a 45-min debrief with team members / For Tech positions : live tests with team members
- 45-min Founders interview
- Reference calls

You might also BE invited to meet other team members at the office for a coffee or a drink !