⚡️Who we are

We help consumers shop smarter. Our ambition is to revolutionize the way people shop, empowering them to find what they need, make informed purchasing decisions, and save money.

Joko is a tech company founded in Paris. Our team of over 50 talents is international and spread across offices in Paris, Barcelona and New York, or working remotely.

As a certified B Corporation, we are committed to making a difference in the lives of the communities we serve, including the 4 million consumers already using Joko to save money every day at over 7,000 merchants.

Over the years, we have quickly expanded our value proposition to enable consumers to make smarter shopping decisions through many features: cash back, buy now and pay later, automatic coupons, price drop alerts, carbon footprint tracking, and more. Today, we are dedicating significant resources to developing an AI-powered assistant that helps users find the right product based on their criteria for price, quality, or environmental impact from the global e-commerce catalog.

After reaching profitability in our core market, we are now expanding internationally with a primary focus on the US.

It’s still day 1; come build the future of shopping with us!

This position is remote-friendly.

💚 About our Customer service

Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service.

Led by Mathilde, the internal team focuses on building strong and efficient processes to make sure that our outsourcing partners can deliver outstanding results!

🎯 What You Will Do

As a Customer Experience Manager, your mandate is to make sure our users have the best experience possible. You adjust our processes, enhance our tooling, and plan resources to make sure we deliver amazing satisfaction! Thanks to your deep understanding of our CSAT, you know our users' issues and the team's struggles in answering them better than anyone. Therefore, you push for changes to deliver outstanding customer service.

Your responsibilities:

• Processes: You will be in charge of optimizing our processes to make sure support teams work as efficiently as possible.

• Workforce management: You are responsible for modeling and projecting our needs. You implement a staffing model to ensure we have an optimal resource allocation to answer our users.

• Routines: You analyze pain points in our daily routines and find ways to automatize them to avoid too much manual work from the team.

• Voice of the customers: You ensure our users are heard internally. You analyze and aggregate their feedback made through tickets, CSAT, etc.) to share them with the right team, and push for action. You update processes accordingly.

• Tickets and routing management: You maintain proper ticket routing to agents and ensure high productivity (creating accesses, updating ticket fields, etc.).

👀 Who We're Looking For

• Experience: You have about 2-4 years of experience working on creating or challenging processes, as well as working on workforce management topics. Experience in customer service is a plus but is not mandatory for this role.

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

• 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 known for your entrepreneurial mindset.

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

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

🤝 Our Hiring Process

• Discovery & screening call - one team member (15 min)

• Cultural fit interview - two team members (45 min)

• Case study debrief - two team members (45 min)

• Online coffee - one team member (30 min)

• Founders interview - two founders (45 min)

• Reference calls

You might also be invited to meet other team members at the office for a coffee or a drink!

💎 Our perks

We believe that flexibility and trust are important parts of a company. Our work environment reflects this thanks to:

• Flexible remote: If you live in Paris, you can work from our office or from your place with no constraints. If you live elsewhere, you can get access to a coworking space.

• Work from anywhere: Do you want to travel to Italy for a month and work from there? For up to 3 months a year, you may work from most countries in the world.

On top of that, we offer many perks such as:

• a budget for remote work equipment

• a ClassPass subscription for you to stay in shape wherever you are

• premium health insurance (Alan Blue in France)

• a Swile card for your meals, if you are based in France

• frequent team events and in-person gatherings every quarter!

• and so much more, see here ⏪

🤝 Our hiring process

• 20-min call with the Hiring Manager

• 45-min personality interview with two team members

• A case study followed by a 45-min debrief with team members / For Tech positions: live tests with team members

• 45-min Founders interview

• Reference calls

You might also be invited to meet other team members at the office for a coffee or a drink!