Customer Success Supervisor (Responsable Service Client)
Location: Lille, Nord, France

Supervisor Customer Success (Responsable Service Client)

Picnic is innovating grocery shopping! Every day we make thousands of customers happy with an amazing app, free delivery and the friendliest customer service. And this is where you come in! 

We are looking for a customer success supervisor that will help to set up an amazing team of agents who are passionate about helping customers and ambassadors of the Picnic service. You need to organize the team for success and make sure that what we learn from our customers is shared with all other Picnic teams to keep improving our service every day.

You will be based in the French office in Fretin (close to Lille), together with the rest of the French team.

Where you fit in

Our customers come to us with questions, compliments and issues. They reach us via app, email, phone and social media. Driven by our mission to deliver happiness, we are always trying to find the best solution for our customers.

As the Customer Success Supervisor, you will be responsible for the daily operations of the customer success team. You will help set up this team and will coordinate, inspire, motivate and coach the team. You will support the agents on a daily basis in providing exceptional customer service. This also means improving communication, collaboration with other teams and implementing projects and processes aiming for high efficiency and quality of service. In order to achieve all these goals, we would like you to take on the following exciting challenges:

Challenges

  • Build a new Customer Success (CS) team from scratch!
  • Recruit, train and coach a diverse team of young CS agents
  • Connect to all other Picnic teams to represent the voice of our customers
  • Take the lead during emergency situations while aligning with the rest of the supply chain to ensure the customer still receives the best grocery experience
  • Create and maintain a clear structure in the team
  • Identify and execute improvement projects

Who are you?

  • Bachelors degree or higher (Bac +3)
  • 1 to 4 years of full time work experience, preferably as team lead of a customer focused team
  • You work full time and are flexible in working hours, you understand that you sometimes also need to be available during weekends or evenings
  • You have great organizing ability
  • You are comfortable with data and use data together with your qualitative customer insights to make the best decisions
  • During a crisis, you keep calm and stay positive. You can prioritize, delegate and work pragmatically any time
  • You are an example for the team: professional, enthusiastic, and always going the extra mile for the customer
  • You are a native French and fluent English speaker

Picnic Perks

At Picnic, you get the chance to join a young and forward-thinking startup culture, where everything you do matters. With incredible service and a data-driven approach, Picnic strives to make grocery shopping simple, fun, and affordable for everyone. Known for our just-in-time supply chain and a unique last-mile delivery strategy, we have become one of the fastest-growing companies in Europe!

You will be part of a national and international, all-star team of customer loving agents, ground-breaking entrepreneurs, brilliant analysts and operational masterminds that work with dedication each day. 

Interested? Please apply! We’d love to receive your resume and a letter in which you address your motivation. In this position you will work with international colleagues regularly, so please submit your application in English.

 

Apply now!
Select Files or drop your files here
File must be smaller than 200mb.
Select Files or drop your files here
File must be smaller than 200mb.