Customer Experience Director - Paris, France - Sendinblue

Sendinblue

Entreprise vérifiée

Paris, France

il y a 3 semaines

Posté par:

Sophie Dupont

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Description

We have a team of more than 600 employees representing over 67 nationalities spread across seven offices located in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle and Toronto.

The role of our Customer Experience team is to help our customers use the platform as smoothly as possible.

They will solve problems and issues in the short-term and ensure our users' satisfaction and loyalty in the long run.

We are looking for an ambitious Director for the International Customer Experience team, based in Paris.

Directly reporting to the Chief Customer Officer, you are responsible for the whole customer support experience.

Responsibilities:

Continuously raise the bar on Customer support experience through operations excellence mechanisms
Drive the performance of your team to meet support expectations measured by CSAT
Lead and develop your team of Customer Service Representatives, Advocates and Specialists, and the Heads of Customer Experience
Collaborate with internal teams: Product, Tech, Customer Success, Marketing & Sales to improve continuously the customer experience
Ensure operational excellence of the team by always optimising tools and processes

Profile:

At least 7+ years experience in Customer Experience in a fastpaced and customercentric environment
True ability to understand business and customer needs. As a doer and a thinker, you bring the appropriate solutions and optimal ways to achieve goals and to solve issues with our clients
Excellent teambuilding and teammanagement skills (experience in team management of minimum 10 people), ability to inspire and coach others, to give constructive feedback, to lead by example and to create an efficient work environment that encourages maximum performance and dedication
Excellent communication and writing skills in both English & French
Experience on Saas Platform is a plus

Benefits:

A unique opportunity to join an international and collaborative scale up environment in a hypergrowth context
Chance to grow your professional & technical skills, with room for career progression
SIBOP: all Sendinblue employees are granted with our shared ownership plan the more Sendinblue will be valuated, the more you will get

Meal vouchers

Swile (€12.5 per day 72% paid by the company)
Excellent private health care, of which 70% is covered by the company
RTT
Biannual global company offsite; interoffice trips (when sanitary situation permits)
Work's council benefits (HelloCSE)
Very competitive referral program
Second parent leave: 1 month of fully paid leave
English and French classes, and over courses available on Udemy
Budget to support your workspace at home
A modern office in a central location with free fruits, drinks & lots of fun activities
Relocation package and visa sponsorship for international talents

- ..and more

Timeline and details of the hiring process will be shared by the TA team during the first call.

Sendinblue values work-life balance and offers flexible working hours and remote work.

The majority of our teams will be working mostly remote and others will follow a hybrid model depending upon the nature of the job.

This policy is based on a mutual understanding between Head of, Managers and Team Members.