Lassie

Customer Success Manager

• Encadrer, accompagner et développer une équipe de Customer Success Specialists sur le marché français, à travers des points individuels réguliers, du feedback et un suivi de carrière
• Piloter le quotidien de l'équipe : organisation, planning, respect des SLA et des standards de qualité
• Veiller à ce que l'équipe atteigne ses objectifs et ses KPI, et transformer les analyses en actions concrètes
• Améliorer en continu les process, les workflows et les outils pour améliorer notre expérience client à grande échelle
• Travailler en lien étroit avec les autres équipes pour faire remonter et prendre en compte la voix du client

Customer Success Team Lead – Responsable de l'équipe fidélisation client

Brand Manager

• Brand strategy & positioning
• Ensure brand guidelines are correctly applied across all channels and materials
• Conduct competitive and industry monitoring to identify trends and opportunities
• Contribute to market research and surveys targeting pet parents
• Help define the cross-channel editorial calendar (website, social media, email, in-app and site articles) and write content
• Collaborate with freelancers and agencies (designers, videographers) to produce creative assets
• Assist with the launch and monitoring of marketing campaigns (paid social, partnerships, etc.)
• Help create landing pages and campaign materials
• Contribute to social media management (Instagram & TikTok) and influencer strategy
• Identify and help manage partnerships with content creators and influencers

Junior Brand Marketing Manager

• Communicate with our customers via chat, email, and phone
• Help create process documentation and service guides
• Collect and share customer feedback with internal teams
• Propose improvements to the customer journey based on insights
• Take on additional projects typical of a fast-growing start-up

Customer Success Specialist

Payroll

• Own and run our end-to-end payroll process across our markets (Sweden, Germany, France and our fourth market soon to be launched)
• Main point of contact for payroll-related questions from employees and managers
• Work closely with Finance and HR to ensure accurate and timely salary payments
• Manage relationships with external payroll providers and authorities
• Ensure compliance with local tax regulations and reporting requirements
• Continuously improve and document our payroll processes as we scale
• Responsible for payroll related reporting and statistics
• Support with other HR/Finance related tasks

Payroll Specialist

Marketing

• Create engaging content for our social media, app, website, etc.
• Do community management and interact with our followers
• Influencer & content marketing
• Assist with other marketing activities such as e-mail marketing, PR, SEO, podcasts, etc.

Marketing Intern

Claims Specialist

• Evaluate and process pet insurance claims
• Communicate with pet owners and provide clear information about the status of their claims
• Collaborate with veterinarians and clinics to gather necessary documentation
• Contribute to improving claims management processes to increase efficiency
• Promote Lassie’s mission to deliver exceptional pet care solutions

Claims Handler – Claims Manager

• Lead, coach and develop a team of Customer Success specialists for the German market through regular 1:1s, feedback and career development
• Own the team’s day-to-day operations – staffing, planning and ensuring SLAs and quality standards are consistently met
• Ensure the team meets its goals and KPIs, and translates insights into concrete actions and improvements
• Continuously refine processes, workflows and tools to scale our customer experience as we grow
• Work closely with other departments to ensure the customer’s voice is heard and acted upon