Outsourcing Partner Management 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 an Outsourcing Partner Management 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 hand in hand with our outsourcing partner, ensuring the relationship is smooth and that they deliver outstanding customer service.

Thus, your missions:

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

• 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 will thus, participate in weekly performance reviews and challenge results, work on projects to improve their performance, and review the planning of resources.

• 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 fluent in French and 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.

• Commercial: You enjoy creating bonds with stakeholders, and negotiation holds no secrets for you