Customer Care Representative

Summary

Join Malt, Europe’s fastest-growing freelance marketplace, as a Customer Care Representative! You will be responsible for enhancing user experience for both clients and freelancers across various communication channels. This role requires strong problem-solving skills and the ability to manage client interactions effectively. You will analyze user needs, communicate them to the product team, and propose platform improvements. Malt offers a dynamic work environment, strong company culture, and excellent benefits, including equity, paid time off, remote work options, and professional development opportunities. If you are organized, detail-oriented, and possess excellent communication skills, this is the perfect opportunity to grow your career within a thriving startup.

Requirements

• Organized, rigorous and reliable: you manage your files from A to Z in a totally autonomous way, inbox zero is your daily dream!
• Previous experience in a similar position
• You are ambitious and you want to evolve within a meaningful startup and participate in its development
• You demonstrate great professionalism in your oral and written exchanges
• Commercial temperament, comfortable on the phone, you have composure and control your emotions
• Reactive, conscientious, organized, you don't let anything slip through the cracks!

Responsibilities

• Take charge of user requests on the platform
• Respond to and follow up on interactions from clients and freelancers via phone, email, social media, and chat
• Be the primary contact for managing problems encountered by clients and freelancers during a mission (restore trust and communication, mediation)
• Take a step back to analyze user expectations and communicate them in a structured way to the product team and prioritize future Malt features
• Be at the heart of the product, become the expert of our platform. Identify points frequently raised to customer service and propose improvements
• Conduct marketing and/or satisfaction studies with our members

Benefits

• Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris
• Equity: Every Malter is entitled to stock options
• Lunch vouchers (legal benefit): €9/day on your Swile card
• Transportation (legal benefit): 50% reimbursement (any type of transport)
• RTT: From 8 to 12 days off
• Sports: company participation to a Gymlib membership
• Malt sabbatical: After three years, every Malter is entitled to a one month paid sabbatical leave
• Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow
• Remote work: Hybrid remote policy
• Annual team building events