Customer Care Analyst – Operations
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Job Description
Analyste Customer Care chez Green-Got, institution financière française à impact. Accompagnement des membres, support opérationnel et amélioration des produits et processus.
Responsibilities:
- Respond to members via chat (90%), email (8%), and phone (2%)
- Support members with their accounts, transactions, and questions following investigation
- Identify, assess, and resolve novel cases
- Collect, structure, and communicate member needs, frustrations, and suggestions to the Product, Tech, and Marketing teams
- Optimize existing processes and workflows
- Keep the FAQ and process documentation up to date
- Identify bugs, report them to the relevant teams, and track their resolution
- Participate in testing new features before they go live
- Identify opportunities to improve the member experience
- Define metrics and implement concrete actions
- Set up project tracking tools and routines and ensure successful outcomes
- Collaborate with the Product, Tech, Compliance, Marketing, and Impact teams
Requirements:
- Strong service mindset and member-focused approach
- Rigorous and well organized
- Excellent written communication skills and impeccable spelling and grammar
- Analytical curiosity and ability to identify patterns
- Ability to manage stress and remain calm under pressure
- Availability and motivation to work on Saturdays and Sundays
- Working proficiency in English: reading, responding, and communicating
- Interest in the environmental transition and Green-Got’s mission
- Enjoyment of working with digital tools such as Intercom, Notion, Slack, and Aircall
- Curiosity about AI and automation applied to customer service
- BTS, university-level technical diploma, business school, IAE, or any education related to customer relations
- Initial experience in customer care or customer service is a strong plus
Benefits:
- A role with real impact
- Genuine responsibilities
- Learning alongside a team that is committed to sharing its knowledge
- Opportunities for growth and the possibility of taking on key responsibilities
- Flexibility: remote work available from home and anywhere in Europe
- An ambitious, demanding, and determined team
- Regular events: GG Team Day, CC Team Building, and Green-Camp
- 35-hour workweek contract
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