Voice of Customer Specialist

🔥 Our Ops Department

They are the dynamic force that supports Joko!

The main missions of the Ops Department are to provide stellar customer support thanks to the Care Team, unlock insights from mountains of data with the Data Team, and orchestrate seamless processes thanks to the Business Ops Team.

Led by Quentin, our COO, they form an unstoppable unit, igniting excellence throughout Joko.

🎯 What You Will Do

As a Voice of Customer Specialist, your job will be divided into two parts. On one side, you will focus on user satisfaction by answering all their requests and making sure their experience is as personalized and enjoyable as possible. On the other hand, you will work on different projects such as improving our team’s efficiency and quality of service, but also, by working on our user’s feedback and being the voice of our customers inside the company. You’ll ensure each team takes into account their feedback to build a better product and better processes. Thus, your missions:

• You provide best-in-class quality of service in French and English, both written and spoken

• You analyze our users’ main pain points, ensure that the information is passed on to the relevant teams, and push for actions to be taken

• You handle the relationship with some of our partners to ensure our routines are always up-to-date, and you make suggestions to improve or automatize them

• You know our products very well and can spot any bugs or irrelevancy

• Experience: You have about 1-2 years of experience in customer service, ideally you have already worked on customer support projects or other classic support functions (audits, partner management, etc.)

• Languages: You are native in French and fluent in English both written and spoken, as our team is international.

• Mindset: You deeply care about others, you like challenges, and you are known for your incredible energy! You are not afraid to take initiative

• Attention to details: You know that the devil is in the details, and you have a talent for spotting flaws when there are.

• Structured: You are data-driven and know how to do project management and break down large problems into actionable items.

• Efficiency: You are fond of productivity tools and able to deliver on time on projects with many stakeholders.