As a Care Lead at Joko, your responsibilities include overseeing daily customer service operations, managing relationships with outsourcing partners, building a high-performing team, and developing customer support strategies to enhance user satisfaction. Reporting to our COO, Quentin, you'll focus on operational excellence and driving key success metrics.

To become a Care Lead at Joko, you should have at least 5 years of experience, with a background in customer service or operations management preferred. Strong leadership skills, an operational mindset, and proficiency in both French and English will also be essential.

At Joko, we believe in fostering growth and development for our Care Leads through continuous coaching and feedback. You'll be encouraged to build your team and implement effective processes, enhancing both your leadership skills and career progression.

As a Care Lead at Joko, you'll enjoy the flexibility of remote work if you're based in Paris. You can also travel and work from different countries for up to 3 months a year, all while receiving support with remote work equipment and a collaborative team culture.

A successful Care Lead at Joko demonstrates strong management skills, operational excellence, and a deep empathy for users. Being structured, data-driven, and capable of breaking down complex problems into actionable steps are also key attributes.

Joko equips its Care Leads with the right tools and processes necessary for exceptional customer service, including performance monitoring tools, feedback systems, and strategies for enhancing user experiences efficiently.

The hiring process for a Care Lead at Joko consists of multiple stages including a call with the Hiring Manager, personality interviews, a case study, and a final interview with our founders. You may also have a chance to meet team members in a more casual setting.

To ensure high-quality customer service as a Care Lead at Joko, I would implement regular training sessions for the team, establish clear performance metrics to monitor success, and encourage open lines of communication with both the team and users to gather feedback and make continuous improvements.

In managing an outsourced customer service team, I focused on building strong partnerships, setting clear expectations, and conducting regular performance reviews. By fostering collaboration and providing feedback, I was able to maintain high service quality and motivate the outsourced team to meet our goals.

I would develop user satisfaction strategies based on data-driven insights, including personalized support initiatives, feedback loops to understand user needs, and process improvements aimed at reducing response times and enhancing overall user experience.

In my previous role, I led a team transformation project where I identified skill gaps and implemented targeted training programs. This not only improved team morale but boosted our service metrics significantly, enhancing both customer satisfaction and team performance.

In fast-paced environments, I prioritize tasks by assessing urgency and impact on user satisfaction. I would typically categorize requests and delegate effectively, ensuring we maintain service levels while addressing the most critical issues first.

To gather and analyze customer feedback, I employ surveys, user interviews, and regular performance assessments alongside customer interaction analytics. This comprehensive approach helps in identifying trends and areas for improvement that can enhance our service delivery.

When dealing with a dissatisfied customer, I would actively listen to their concerns, empathize with their situation, and validate their feelings. It’s essential to reassure them we’re committed to resolving their issue and to follow through on promises made during the conversation.

Technology can significantly improve customer service operations by streamlining communication, automating routine tasks, and providing data insights to enhance decision-making. Implementing AI tools for chat support and analytics platforms to track performance can lead to more efficient operations and improved user experience.

I anticipate challenges such as managing diverse team dynamics, balancing operational efficiency with high-quality service, and adapting quickly to evolving customer expectations. However, by leveraging strong leadership skills and clear communication, I believe we can navigate these challenges effectively.

My approach to coaching team members involves individualized development plans, regular feedback sessions, and fostering an environment where questions are welcomed. I believe in nurturing their strengths while helping them address areas for growth through support and guidance.