Customer Care Expert

  • Paris
  • Full-Time
  • Start Date: 01 September 2021
  • Apply Now

About

Joko is a fast-growing French startup that brings FinTech into the world of rewards. We allow our users to be automatically rewarded on their daily spendings at Uber, Monoprix, Starbucks and many others.

Our ambition is to deliver a best-in-class experience to millions and millions of users, in France today, and around the world soon!

Joko was created in 2018 by Xavier Starkloff, Alexandre Hollocou and Nicolas Salat-Baroux. They wanted to reward everyday spendings with a completely new approach in this industry: effortless, centralized and personalized.

Since then, we have already reached great milestones:

  • 700k+ users
  • 1000+ merchant partners
  • €3 billion transactions processed
  • €12M+ raised from European investors
  • 30 team members, and counting

Who we are looking for

At Joko, we are looking for people who want more than a job. People who are willing to get out of their comfort zone to reach outstanding goals. Doers who never stop learning.
We want people who are talented, optimistic and fun: setting the bar high and willing to give feedback, but not taking themselves too seriously.

Good to know

  • Open remote policy, you can work from wherever you want (from San Francisco to Saint Marcellin)
  • Offices in the very heart of Paris (Châtelet)
  • The latest in Apple's equipment
  • And a lot of fun: team drinks, off-sites!

Job Description

At Joko, we care. From engineering, to product, sales and marketing, every member takes the time to respond to our users’ requests. Why should we all care? By responding to user feedbacks on a regular basis, each team ensures that Joko is as close as possible to our users’ expectations and delivers the best user experience ever.

Caring is part of our culture. It defines the way we work together, the way we talk to our users and the way we want to grow. If you share our vision, this job is for you.

As part of the care team, you’ll be in the front line to represent Joko caring culture to our users and analyze their requests to support the other teams:

  • you interact in writing with the users on a daily basis
  • you report precisely bugs encountered by our users so that our technical team can resolve them quickly
  • you share each user's feature requests, or their feedbacks, to help the product team adjust the product roadmap
  • you improve the team efficiency by launching projects & process improvements
  • you actively contribute to writing the Customer Care roadmap
  • you respond to all user’s requests and comments on social media

If answering users will always remain the #1 mission of this position, we do think that after a few months at Joko, you will have the ability to endorse a specialization (affiliation, bank, product or social media management, or internal care operations). You will take it over progressively from A to Z with the aim to become the person that anyone would call if ever one has a question related to this topic. This ownership will represent up to 30% of your time on the long run.

Joko is growing. Our goal is to go international in the coming months. If you have the right mindset, commitment and ability to learn, we will give you the means to take responsibility for future hires within the care team.

Preferred Experience

You are at the right place if

  • you are deeply enjoying providing a great customer service to individuals
  • you have best-in-class levels of French and English
  • you are eager to learn, and ready to commit to a fast growing startup
  • your empathy is (wait for it) legendary and you genuinely love to help others
  • your pedagogy has nothing left to prove: you have already taught others
  • your patience defeats ours without a doubt
  • you are self-efficient, and you don’t mind getting your hands dirty
  • you're a structured, rigorous person
  • you already have 1 to 2 years of professional experiences

You should definitely contact us if

  • you know Joko like the back of your hand
  • your ex-colleagues already regret your sense of humor and joyful state of mind

If you join us, we will

  • make sure that your learning curve is constantly growing so that it will meet both job expectations and your own long-term goals
  • help you to take control of major productivity and customer management tools
  • let you some time every month to work with other team members. It can either be by joining another team for punctual missions or joining squads composed by members from different team to work on transversal projects
  • allow you to work remotely whenever you need or wish to
  • make sure we have fun working together on the long run

Recruitment Process

  • 15-min call with the Head of Customer Care to share expectations from both sides
  • 2h00 technical test to take autonomously
  • 45-min video-call debrief of the test with the Head of Customer Care and another team member
  • 45-min video-call personality interview with the Head of Customer Care and another team member
  • 45-min video-call with two founders
  • Reference calls

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 September 2021
  • Location: Paris, France (75001)
  • Education Level: Bachelor's Degree
  • Experience: > 1 year
  • Possible full remote