Welcome to the Jungle • Paris, France

Customer Care Team Manager

Employment type:  Full time

Remote-first – 2 days per month in the office recommended

4-day week

Core hours 10–5

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Job Description

We are seeking a Team Lead Customer Care to join us and lead our Customer Care Team in providing exceptional support to our clients.

As the Team Lead Customer Care, you will play a pivotal role in leading and developing our Customer Care team to ensure the delivery of outstanding support to our clients. Reporting directly to our Head of Customer Experience, you will be responsible for managing the Customer Care team and driving operational excellence in our support services.

Here’s a snapshot of you and your team’s future responsibilities:

  1. Team Leadership and Management:

    Lead, motivate, and mentor the Customer Care Team (3 people) to achieve performance targets and deliver exceptional customer service.

    Provide ongoing coaching and feedback to team members to support their professional development and growth.

    Coordinate team schedules, workload distribution, and performance evaluations.

  2. Customer Support and Operations:

    Oversee the resolution of complex customer issues and escalations, ensuring timely and effective solutions.

    Collaborate with other departments, including Product, Tech, and Operations, to address customer needs and improve the user experience.

    Ensure adherence to service level agreements (SLAs) and quality standards in all customer interactions.

  3. Process Improvement and Stakeholder Engagement:

    Identify opportunities for process optimization and efficiency improvements within the Customer Care team.

    Define a self-help content strategy based on user needs and care activity.

    Re-design our contact strategy to cover bigger share of incoming care requests from our users.

    Develop and implement best practices for customer support operations, including the use of tools and technologies.

    Build strong relationships with internal stakeholders, including Sales, Marketing, and Product teams, to ensure alignment on customer support priorities and initiatives.

Preferred experience

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!

Our Team Lead Customer Care would be someone with:

  • +5 years of experience in B2B customer support, with demonstrated experience of at least 2 years in a leadership or supervisory role

  • Proven track record of effectively managing and prioritizing multiple tasks in a fast-paced environment

  • Ability to adapt quickly to changes and drive continuous improvement initiatives

  • Experience working with Zendesk or similar customer support platforms; comfortable with utilizing various tools and technologies to optimize support processes

  • Excellent communication skills, both in French and English

Company benefits

4-day week
Adoption leave – Same duration as maternity or co-parent leave in France
Co-working space allowance – Offer adapted to your city thanks to our partner Ubiq
Enhanced paternity leave – +5 days in France
Pregnancy loss leave – 3 days
Equity packages
Teambuilding days
Daily meal vouchers
Work from anywhere scheme
L&D budget
Language lessons
Work from home allowance
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can find the perfect balance of life and work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Working at Welcome to the Jungle

Company employees


Gender diversity (male:female)


Office locations

Paris, France and Prague, Czech Republic

Funding levels

79 M€

Hiring Countries


Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
Recruitment & HRTech

Recruitment & HRTech

Industry awards 2023

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