Joko is hiring a
Care Quality Manager

Summary

The job is for a remote Customer Service Quality Manager at Joko, a tech company that offers an app and smart browser to help users shop smarter. The role involves leading quality, training, and knowledge strategy, auditing processes, maintaining the knowledge base, building a 'train the trainer' program, and spending about 30% of time answering tickets.

Requirements

• Experience: About 2-4 years of experience in customer service, ideally with experience on customer support projects linked to quality, training, and knowledge
• Languages: Native in French and fluent in English both written and spoken

Responsibilities

• Indirect Management: Lead a group of quality specialists working for our partners
• Auditing: Design auditing processes and operate them performing audits or coaching
• Knowledge: Maintain the knowledge base up-to-date by processing feedback and looking at data on article usage
• Training: Build a ‘train the trainer’ program and ensure qualitative onboarding
• Ticket solving: Provide best-in-class quality of service in French and English, both written and spoken
• Performance monitoring: Monitor quality-related metrics and ensure outstanding results

Benefits

• Flexible remote: Work from home or office with no constraints, or access to a coworking space
• Work from anywhere: Work from most countries for up to 3 months a year
• Remote work equipment budget
• Swile card for meals
• Premium Alan Blue health insurance
• Budget for training
• Frequent team events and the Joko house every quarter