Younited

Team Lead, Customer Care

Younited

full-time

Posted on:

Location Type: Hybrid

Location: Paris • France

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Job Level

Senior

About the role

  • Lead, coach and develop a team of 6 customer care advisors (Level 2)
  • Recruit, train and onboard new team members
  • Foster a culture of quality, compliance and customer satisfaction
  • Organize workflows and manage priorities
  • Monitor KPIs (QS, SLA, CSAT) and provide regular reporting
  • Coordinate with outsourced call centers and ensure the compliance of responses
  • Identify customer pain points and improve journeys, scripts and procedures
  • Optimize KPIs, processes and tools
  • Participate in cross-functional projects (automation, AI, self-care)
  • Handle complex escalations (fraud, disputes, incidents)
  • Ensure timely handling in accordance with financial standards
  • Manage sensitive situations with tact and professionalism

Requirements

  • Minimum 7 years' experience in customer service, including several years in team management, ideally within a fintech or banking environment
  • Proven expertise in multichannel support environments and Zendesk
  • Strong awareness of compliance, security, privacy and risk management issues
  • Excellent leadership, clear communication and ability to unite and motivate a team
  • Data-driven mindset, rigor, strong analytical and synthesis skills, and ability to make quick decisions
  • Highly adaptable and autonomous in an agile, fast-growing environment subject to stringent regulatory requirements
  • English (minimum B2)
Benefits
  • Offices located in the heart of Paris (9th arrondissement)
  • International work environment and opportunities for assignments at our offices abroad (Barcelona, Lisbon, Rome)
  • Entrepreneurial spirit and strong team ethos
  • Personalized managerial and HR support during onboarding and throughout your journey at Younited
  • Continuous learning environment with access to external and internal training, an e-learning platform and 'Friday workshops' within the Tech team to support individual development
  • Strong focus on work–life balance
  • Parental policy to support family planning and related initiatives with key measures
  • Additional special leave for important personal life events, often more generous than statutory provisions
  • Hybrid remote policy (2–3 days remote per week depending on the team) and the option to take one week of full remote work twice a year
  • 33 days paid leave (8 more than the standard 25 days), replacing traditional RTT days
  • Discounted subscription to Wellpass (formerly Gymlib) with access to 4,000+ sports and wellness activities across France
  • Meal vouchers (10€ value) with 60% employer contribution
  • Team-building events in France (Summer Party and Winter Party), internationally and with your team

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceteam managementmultichannel supportKPI monitoringdata analysisprocess optimizationescalation handlingcompliance managementrisk managementZendesk
Soft skills
leadershipcommunicationteam motivationadaptabilityautonomyanalytical skillsdecision makingtactprofessionalismorganizational skills