Customer Care Analyst – Operations
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Job Description
Customer Care Analyst chez Green-Got, institution financière française transformant le système financier. Assistance membres, support opérationnel et amélioration de l’expérience client.
Responsibilities:
- Respond to members via chat, email, and phone with clarity, empathy, and within required response times
- Support members with their accounts, transactions, and questions following investigation
- Identify, assess, and resolve novel or complex cases
- Collect, structure, and share members’ needs, frustrations, and suggestions with the Product, Tech, and Marketing teams
- Optimize existing processes and workflows
- Keep documentation, FAQs, and processes 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 KPIs and propose and implement concrete actions
- Set up tools and routines to track projects and ensure successful outcomes
- Act as a liaison between members and the Product, Tech, Compliance, Marketing, and Impact teams
Requirements:
- Education: BTS, IUT, business school, IAE, or another qualification related to customer relations
- Initial experience in customer care or customer service is a strong plus
- Strong customer-service orientation
- Rigorous and well organized
- Excellent written communication skills and impeccable spelling
- Analytical curiosity
- Ability to manage stress and remain calm under pressure
- Professional working proficiency in English: able to read, respond, and communicate in English
- Commitment to environmental transition and Green-Got’s mission
- Interest in digital tools
- Interest in AI and automation applied to customer service
- Available for a permanent, 39-hour-per-week position
Benefits:
- Remote work available from home and anywhere in Europe
- Flexible remote-working arrangements
- BSPCE (French employee stock options)
- Alan health insurance
- A team day every six months
- Learn alongside a team that supports knowledge sharing
- Opportunities for career growth and increased responsibility
- A role with genuine impact and meaningful responsibilities
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