Job details

Customer Experience Specialist

⚡️Who we are

At Joko, we leverage technology to help our users shop smarter: we help people preserve their purchasing power, buy more responsibly, and save time — all at once. Our ambition is to have a positive impact on the everyday life of hundreds of millions of consumers around the world.

To achieve that, we have built an app as well as a smart browser that provides users with:

online and in-store cashback
automatically applied coupon codes
interest-free ‘buy now pay later’ on any shopping website
information on their purchases’ carbon emissions
and much more!

Joko was created in 2018 by Xavier, Alexandre, and Nicolas and the team has reached great milestones already:

2.8m+ users
2600+ merchant partners
€12m+ raised from leading European investors
45 team members
€21b transactions processed to date

Joko was also awarded the B-Corp certification for their actions in favor of employees, their positive impact on the community (Pro-Bono days, Duo Day…), and their commitment to protecting our environment.

💎 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 South America for a month and work from there? For up to 3 months a year, you can work from most countries in the world.

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

💸 a budget for remote work equipment

🍱 a Swile card for your meals

👩‍⚕️ a premium Alan Blue health insurance

📒 a budget for training to keep learning new things

🍾 frequent team events and the Joko house every quarter!

More about it here ⏪

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 Care Experience specialist, 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! At Joko, we believe that outstanding Care comes from a deep understanding of our user's issues and the struggles of the team answering them. Therefore, you’ll spend about 30% of your time answering tickets. This percentage will gradually reduce as you build a great understanding of our users and our processes become more sophisticated.

Your responsibilities:

Workforce management: You are in charge of 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.
Ticket management: You provide best-in-class quality of service in French and English, both written and spoken.
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 in customer service. Ideally, you have already worked on customer support projects linked to workforce management or internal processes.
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.