Head Of Customer Care H/F 50 Partners
Paris - 75 CDI- Télétravail partiel
- Bac +2
- Bac +3, Bac +4
- Services aux Entreprises
Les missions du poste
Job Description
The Head of Customer Care is responsible for delivering best-in-class user experience and satisfaction for Businesses and Professionals.
Your role is to shape the way we support, retain, and engage our community, through a combination of operational execution, strategic direction, and product collaboration.
You will BE responsible for three key areas :
User Experience & Satisfaction
- Define the desired experience to support our users, in line with our mission, brand promise and product experience.
- Work closely with the PX team (Product & Tech) to co-design journeys that combine empathy, efficiency, and clarity
- Nurture a culture of user obsession within the Care team : proactivity, ownership, and continuous improvement
Customer Support Operations
- Supervise day-to-day Customer Support for Businesses and Professionals, currently ticket-based, with potential evolution toward a hybrid model (chat, phone) tailored to specific user needs
- Own and track key KPIs : resolution time, CSAT, NPS, and drive ongoing improvements
- Develop tools, workflows and training to ensure consistency, scalability, and quality of support
- Balance data and experience : processes must scale, but never at the cost of user satisfaction
Customer Success Management (CSM) for Professionals
- Scale the CSM program to increase Professional adoption, engagement, and retention
- Build structured approaches to deliver value at key lifecycle moments
- Collaborate with cross-functional teams to align success initiatives with growth and product goals
Strategical context
- As Head of Customer Care, you'll play a central role in building a platform where user experience is a differentiator
- Your team has a key impact in driving trust, loyalty, and repeat usage to grow a highly engaged community
- You'll operate in an international context, with operations in France and the UK and further expansion across Europe
Le profil recherché
Preferred Experience
We're looking for someone who has :
- 6-10 years of experience, including a leadership role in Customer Experience, Care or Success in a company known for its outstanding user experience
- A passion for crafting and scaling impactful user experiences, not just hitting support KPIs
- Experience leading and evolving Customer Care or Success teams in a startup or scale-up environment
- A strong analytical mindset and track record of KPI ownership (CSAT, NPS, resolution time)
- Ability to work cross-functionally with Product, Tech, Sales, and Operations
- Entrepreneurial mindset : agility, adaptability, speed, and initiative
- Fluent in French and English
Recruitment Process
- 1st interview call (screening)
- 2nd interview meeting in our offices
- Case study to BE prepared at home and supported in our offices
- Culture & Team fit in our offices
Additional Information
- Contract Type : Full-Time
- Location : Paris
- Occasional remote authorized
Bienvenue chez 50 Partners
About
Make work attractive and accessible to all"
From this statement, Florent Malbranche and Jean Lebrument, have founded Brigad in 2016, a mission-driven company.
Brigad is an app/website that enables self-employed professionals and businesses in Hospitality and Healthcare to connect for flexible missions.
Brigad exists to build the most sustainable ecosystem to enable talents to build a career from their passion.
A better pay, a better work-life balance, and better career development opportunities.
- Paris - 75
- CDI
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