Customer Care Representative French & English Speaking H/F Malt

- A diverse team of 600 Malters across 6 European countries- A culture that champions equality (50% of our Comex are women) and inclusive growth- Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI- A mission to give everyone the freedom to work differently
Ready to help shape the future of work? Your next chapter starts here! 🪐

Explore your future career 🔭As a Customer Care Representative, you will be responsible for improving the user experience for both clients and freelancers across all channels (phone, email, chat, etc.).Because Malt is growing very fast and the quality of customer relations is essential to our success, we expect you to be resourceful, curious, and have a problem-solver mindset ready for any challenge!Reporting to the Head of Customer care, you will enhance the excellence of Malt's service and will be required to work with international teams as part of our growth across Europe.

Key responsibilities✨

• The Challenge 💪

Ensure operational excellence and drive immediate user satisfaction.1. Operational Management and Rapid Resolution

• This role is at the heart of our business: you are the first contact for our users and the key to ensuring project fluidity.
• Be the first responder and the key entry pointfor managing adaily volume of incoming requests (tickets)from our clients and freelancers.
• Ensure the reactive processing and complete follow-up of user interactions viaemail, chat, phone, and social media.
• Accurately diagnose issues(billing, payment, technical, platform visibility) andresolvethem autonomously orescalatethem quickly to the relevant internal teams (Product, Finance, Sales).
• Be the go-to contact for managing critical incidents during a project (first-level mediation, restoring constructive communication).

2. The Voice of our Users Internally

• Your daily resolution work places you in a unique position to influence Malt's evolution.
• Compile and documentin a structured way therecurrent friction pointsand frequently raised issues identified through support.
• Communicate these operational insightsto the Product team to help prioritize future fixes and improvements.
• Become the undeniable expert of our platform, capable of turning a problem into aWow effectthanks to the quality of your service.
• Actively participate in improving our knowledge base and internal processes.

Qualifications and Requirements:

• Organized, rigorous, and reliable:You manage your requests from A to Z autonomously.
• Achievinginbox zero is a daily necessityto guarantee our quality of service.
• Proven Experience:You already have significant experience in anOperational Support/Customer Care (Ticketing) role, and are comfortable with the concepts ofSLA (Service Level Agreement)andhigh-volume ticket management.
• Experience working with a modern ticketing tool (such as Zendesk, Intercom, or Freshdesk) is a strong plus.
• Relational Mastery:You demonstrate great professionalism in your exchanges (both oral and written) and are able tokeep your cooleven in tense situations.
• Commercial Mindset:Comfortable on the phone and focused on rapid resolution, you don't let anything slip by!
• Proactivity:Reactive, conscientious, and organized, you are passionate about evolving within a meaningful startup and participating in its development
• French and English professional / Fluent level

How to join the mission? 🚀A first Google Meet call with Claudia, Talent Acquisition Manager.Then, a second interview with , Nickerlyne Bellevue, your future N+1.A business case to test your skills.A final interview with your Head of Customer care & administration Edward Flach and you join us!

Before easing into your new role, you'll spend your first week learning about our culture, products, and services with other new joiners at our office in ParisEvery Malter is entitled to stock options: €9/day on your Swile card 50% reimbursement (any type of transport)From 8 to 12 days off per year Company participation to a Gymlib (Wellpass) membershipEvery three years, all Malters are entitled to a one month fully paid sabbatical leave If you're interested in learning more about any topic relevant to Malt's business, just tell us the books you'd like to read, and we'll order them for you-without any questions asked or approval processes to followHybrid policy balancing on-site and home office events organized every year