Customer Success & Operations Apprenticeship

The Customer Success & Operations Apprenticeship at moka.care involves supporting a wide range of operational tasks. As an apprentice, you will be responsible for handling support inquiries, managing practitioner onboarding, monitoring compliance with service level agreements, and assisting with various projects aimed at improving operational efficiency.

To succeed in the Customer Success & Operations Apprenticeship at moka.care, you should have strong communication skills, both written and verbal. Adaptability is crucial since you’ll be in a fast-paced environment. Additionally, organization, a proactive attitude towards problem-solving, and a customer-centric mindset will help you excel.

The Customer Success & Operations Apprenticeship at moka.care is designed to provide you with valuable hands-on experience. You will develop skills in customer support, operational management, and project assistance, all while contributing to a meaningful mission focused on mental health in the workplace.

moka.care supports its employees through a variety of benefits such as access to self-care resources, flexible work-life arrangements, and amenities like a gym and rooftop at the office. The company also emphasizes personal growth and offers a friendly environment where your contributions are recognized and valued.

As a Customer Success & Operations Apprentice at moka.care, you’ll work in a vibrant office environment located in Bastille, Paris. The atmosphere is collaborative and balanced, where innovative ideas are welcomed, and team dynamics are fundamental to achieving collective goals.

The interview process for the Customer Success & Operations Apprenticeship at moka.care includes a phone screening to discuss your career aspirations, followed by a case study and a job-focused interview. There’s also a values fit interview to ensure that you align with the company’s culture.

moka.care emphasizes four core values for the Customer Success & Operations Apprenticeship: comprehensive selflessness, inexhaustible optimism, distributed ownership, and fast agility. These values help shape their organizational culture and guide the apprentice in their daily tasks.

In answering this question, reflect on how moka.care’s mission to improve mental health resonates with you. Discuss your passion for customer success and operational excellence, highlighting any related experiences and how they align with the company's values.

Use the STAR method to describe a specific situation where you resolved a customer inquiry. Detail the context, your action steps, and the positive outcome. This demonstrates your customer service skills effectively.

Discuss strategies for prioritizing tasks, such as listing them by urgency and importance. Provide examples of how you’ve managed competing priorities in the past to show your organizational skills.

Good communication in customer support involves actively listening, being clear and concise, and adapting your message to your audience. Explain how these practices can enhance customer satisfaction and build trust.

Share examples of past experiences where you effectively managed multiple projects. Highlight your time management techniques and how you ensured quality across all tasks.

Describe a structured approach to onboarding, ensuring all essential documents are completed and that the new practitioner feels welcomed. Discuss the importance of thorough communication throughout the process.

Explain your understanding of customer-centric service as prioritizing the needs and satisfaction of the customer. Include thoughts on responsiveness, proactive problem-solving, and empathy in your answer.

Illustrate your receptiveness to feedback by discussing a time you received constructive criticism and how you used it to improve your performance. Highlight your openness to growth.

Outline a process for monitoring SLAs, including tracking response times, noting areas for improvement, and implementing follow-up protocols to maintain high service standards.

Discuss the value of mental health support in fostering a healthy workplace culture, increasing employee engagement, and preventing burnout. Tie this back to moka.care’s mission to improve mental health at work.