Customer Care & Onboarding Lead

1. Advanced Customer Support

As the customer's first point of contact, Care aims to filter and resolve the maximum number of requests in-house, escalating to CSMs only what genuinely requires their involvement.

• Technical resolution: Independently take ownership of and resolve complex customer tickets and cases that require in-depth technical or business investigation.

• Flow management: Handle Chatbot tickets and respond to email and phone requests, ensuring accurate, personalised follow-up across our tools (Front, HubSpot, Vitally). Approx. 250 tickets per week on average.

• Internal collaboration: Work hand in hand with the Sales and CSM teams to unblock specific situations on key accounts and resolve disputes effectively.

• Platform relations & escalations: Centralise and qualify anomalies related to external platforms (Google Business Profile, Meta, etc.), escalate them to the relevant platform support teams, and own end-to-end follow-up through to resolution. Apply local SEO and GEO best practices, and keep up with evolving platform rules on connections, integrations, and policies.

2. Customer Onboarding

• Initial setup: Act as the reference point for technical setup and support customers in configuring the MalouApp during onboarding.

• Onboarding success: Launch onboarding communications, run customer meetings, and ensure rigorous follow-up to guarantee activation within the allotted timeframe (a key retention lever).

3. Team Support & Documentation

• Mentoring & development: Support and help grow a junior team member — sharing best practices, coaching, and building their skills over time.

• Customer documentation: Act as the reference point for the Help Center. Contribute to the creation and continuous updating of articles, FAQs, guides, and internal procedures to reflect changes in the product and third-party platforms.

4. Performance Management & Continuous Improvement

• KPI tracking: Define, iterate on, and track Care KPIs on a weekly basis — notably average onboarding duration, average response time, and CSAT. Monitor your own metrics and proactively identify areas for improvement.

• Automation & integrations: Identify and drive automations and tool integrations (Front, HubSpot, Vitally, etc.) to reduce repetitive work and scale support quality.

• Optimisation: Actively contribute to improving the Care team's processes and tools. Surface key customer feedback to help improve the product.