Customer Care Manager

Description de l'offre d'emploi

About Livestorm:

Livestorm is the all-in-one video communication platform for companies looking to implement a powerful video communication strategy.

Founded in 2016, Livestorm enables companies to promote, host and analyze their online events. Weโ€™re building the future of unified video communication: an all-in-one video communication platform that connects to your tools and lives in your browser. Livestorm is a browser-based platform that doesnโ€™t require a download, or setup. You can use Livestorm for on-demand, live, or pre-recorded meetings or events.

Livestorm has been built with ease-of-use in mind.

We serve companies of all sizes, from startups to Fortune500. Front, Honda, Intercom or Spendesk trust Livestorm to organize their meetings, webinars or online events.

Here are our core values:

  • Stay curious: Be interested in the world around you.
  • Remain humble: Keep learning and keep your ego in check.
  • Be resourceful: Go that extra mile in the most efficient way.
  • Own it: Take pride in what you do, own your wins, and fails.
  • Be transparent: Sharing knowledge, learnings, feedback, and mistakes.


Team description:

As Livestorm is growing rapidly, our team is aiming to scale the care and support we provide to a wider customer base. We have big objectives! We're looking into tripling our Customer Experience Team in the upcoming months. While we're rapidly growing, we need leaders who are passionate about supporting our team members and empowering them to give the best customer support.


As a Customer Care Manager, you'll be joining the Customer Experience Team. You will be managing 6 Team Leads and empowering them to help lead their own respective teams. You'll also work alongside our Customer Operations Manager and our Product Education Expert. You will be reporting to Elif, our Head of Customer Experience.


While Livestorm has headquarters in Paris, we are a remote-first company. As a matter of fact, Stormies are located between France, Germany, Greece, Mauritius, Spain, USA,... so we are looking for the best talent, no matter where you live.


Missions:

In this role, you'll be responsible for:

  • Managing 6 Care pods. A Care pod is made up of 1 Team Lead and 5 Care Experts. You will ensure that the pods coordinate efficiently and perform at the highest level.
  • Training, guiding, and supporting your team from a managerial standpoint. You will be responsible for hiring, coaching, and retaining our top talent.
  • Delivering on the quarterly Objectives and Key Results defined by the Head of CX. You will monitor the results and help resolve any blockers to ensure that your team stays on track with the goals.
  • You will take action to constantly improve the performance and efficiency of the team.
  • You will be responsible for our support queue and make sure that it's handled as efficiently as possible.

    Exigences de l'offre d'emploi

    For this Customer Care Manager role, we are looking for someone with the following experience:

    • Strong experience in people management
    • Strong experience in queue and incident management
    • Experience in omni-channel support (chat, email)
    • Background in customer support / success / experience in the SaaS industry would be a big plus
    • Fluency in English is required, fluency in French would be a big plus

    Moreover, we are looking for someone who can work in the Paris timezone (we accept a jet-lag of 2 hours maximum).


    Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.


    What it is like to join Livestorm and the Stormies:

    ๐Ÿ—บ Work from anywhere you want:

    • ๐Ÿก Home (participation for equipment and costs, according to our expense policy)
    • ๐Ÿข Paris office (snacks, drinks, afterworks...)
    • ๐Ÿ’ผ Coworking space (covered up to โ‚ฌ300 including VAT per month, or local currency equivalent)
    • ๐Ÿš‰ Business trips are covered (according to our internal T&E policies)
    • ๐Ÿšฒ Sustainable mobility package for daily trips to go to work

    ๐ŸŽ‰ Cheer up your Stormie life:

    • ๐ŸŽฟ Off-sites twice a year
    • ๐Ÿ•น Weekly activities (online board games, riddles...)
    • ๐Ÿ‘ Teambuildings
    • ๐Ÿ—ฃ Monthly Talking times

    ๐Ÿ’™ Take care of yourself (with Moka.care)
    ๐Ÿค Participate to our referral program
    And also, benefit from:

    ๐ŸŒ All legal and mandatory benefits from your work country for EOR contracts.
    ๐Ÿ‡ซ๐Ÿ‡ท All French legal benefits for French contracts: โ‚ฌ9 of lunch vouchers with Swile (covered at 50%), health insurance with Alan (covered at 50%), transport subscription to go to work (covered at 50%), and CSE with cultural & sport activities via Leeto.