CUSTOMER CARE LEAD

ABOUT THE COMPANY WeWeb is a visual programming platform for front-ends. Users can import their own components in the platform, the tool can be configured with any back-end and generates a standard Vue.js application as an output. The product allows an extraordinary acceleration of front-end developments. The company surfs the fast growth of the API economy and the low-code / no-code market. Today, we are working with thousands of customers including but not limited to web agencies, indie hackers, IT teams and global brands such as PwC, Decathlon, Cisco, or L’Oréal. ROLE DESCRIPTION We are seeking a dynamic and experienced Customer Care Lead to join our team. While this role will start as an individual contributor, it will evolve into a Customer Care team leadership role. This role is pivotal in ensuring ultimate customer satisfaction across all customer segments, including individual users, premium, and enterprise customers. This is a great position for an ambitious candidate ready to play a key role in the scale of a world-leading no-code software. Now is the time to seize the opportunity! More details about the role: Multi-Channel Customer Care: Own the business and technical relationship with WeWeb’s customers across all channels. Premium & Enterprise Customer Care: Provide dedicated training and support to Enterprise and Premium customers, ensuring high-quality product training sessions, timely response to issues, active seeking of product/service feedback, and conducting regular product/service reviews. Feedback Loop Coordination: Act as a liaison between customers and the product team, channeling customer feedback into actionable insights for product development and service enhancements. Team Leadership: Lead and motivate the customer care team, fostering a culture of excellence, empathy, and continuous improvement. Performance Monitoring: Track and analyze customer satisfaction metrics across all channels to identify trends, areas for improvement, and implement strategies to enhance customer retention and expansion. Training and Development: Ensure the customer care team is well-trained in the latest product features. ?About the organization: You will directly report to the Head of Business Development. Your job will be transversal as you will work closely with the Business Development, Product and Engineering teams on a daily basis. WeWeb is a remote company with team members in the USA, France, Belgium, and Croatia. We collaborate over Gather and Slack and do in-person offsites throughout the year. WHO WE ARE LOOKING FOR Profile: We're looking for someone with genuine enthusiasm for WeWeb and its potential to empower users, along with a passion for staying informed about industry trends and competitors. Customer-centric mindset: You can understand and share customers' feelings, anticipating their needs and concerns. You prioritize customers’ needs and act as their voice within the company, ensuring product and service improvements align with customer expectations. Technical Skills: You have a software development background. You either already have experience with WeWeb or are capable of gaining a deep understanding of the WeWeb platform very quickly. Communication Skills: You are comfortable with communicating with executives at the highest level of our customers’ organizations. You can communicate clearly and effectively in written and verbal forms, making complex information understandable. Leadership and Team Management: You can set clear goals and inspire the customer care team to achieve them, fostering a culture of excellence and continuous improvement. You are skilled in hiring, training, and managing a team. Analytical and Strategic Thinking: You use data analytics to track customer satisfaction and retention metrics, making informed decisions to enhance customer care strategies. Adaptability and Resilience: You like a fast-paced environment and can adapt easily in a constantly evolving context. You have a minimum of 5 years of experience in a customer facing role in a software development environment (agency, product or engineering team). A strong understanding of the no-code and AI industries is a plus. Fluency in French and English is mandatory. ADDITIONAL INFORMATION We offer a caring work environment together with a full remote policy. This position is full time. The compensation is composed of a competitive salary and a strong equity package. Salary range : €50k-€60k, gross per year We offer lunch tickets where possible. You will be covered by the company’s insurance. You will get the latest equipment (Macbook or PC). This role is a full-time position and can be based in our Paris office or 100% remote. Starting date : as soon as possible. #J-18808-Ljbffr