Join to apply for theHead of Carerole atAgicap.
WHO IS AGICAP?
Created in Lyon in 2016 by French entrepreneurs, Agicap is one of the fastest growing scale-ups in Europe, with over 8000 customers, 550 employees, and rapid revenue growth (7x between 2021 and 2024).
GP Bullhound ranks us as a potential unicorn in Europe.
Agicap is part of the FT120, recognizing top startups in France.
We have raised €145M since inception, with prestigious VC funds including AVP, Greenoaks, Partech, and BlackFin, with a last funding round in November 2024.
These resources fuel our product innovation and support our international expansion across Europe.
Our Lisbon hub, opened in April 2023, aims to serve as an international center for our markets, fostering collaboration among our teams in Sales and Customer Success.
We started with 5 employees and plan to reach nearly 100 by 2025.
Agicap helps CEOs and Finance teams of Mid-Market companies manage and forecast cash flow efficiently.
Our platform streamlines payments and enhances cash collection, supporting business growth.
Our goal is to become the global financial management solution for Mid-Market companies worldwide.
We believe our success stems from passionate teams committed to growth and excellence.
We seek talented individuals eager to join our ambitious journey
Your Mission:
As Head of Care, you will oversee Customer Care (Support/Customer Service) at Agicap, ensuring exceptional customer experience, satisfaction, and loyalty, while supporting team members' career development.
Define the overall Customer Care strategy:
- Develop and implement strategies aligned with company vision, focusing on customer experience and satisfaction, adapted to an international context.
Implementation and monitoring of KPIs:
- Define, monitor, and analyze KPIs (CSAT at 95%, response time < 3 mins, etc.), and identify improvement areas.
Management and development of teams:
- Manage 20-30 employees across multiple countries, supporting their skills development and engagement.
- Support managers in team growth and cohesion.
- Support career development within Agicap.
Structuring and optimizing support operations:
- Improve team organization, support levels, and tools, promoting automation and self-service.
- Analyze customer journeys, identify friction points, and lead improvement projects.
- Develop operational models and processes to support growth.
Management of escalations:
- Handle sensitive issues and represent customer voice internally.
Cross-functional collaboration:
- Work with Product, Tech, Sales, Customer Success, and Ops teams to ensure a seamless customer experience.
Monitoring and continuous improvement:
- Stay abreast of Care trends, lead innovation (including AI integration), and drive continuous improvements.
What we are looking for:
- 4-5+ years experience leading Support teams in multi-market SaaS/B2B sectors.
- Deep understanding of SaaS/Finance challenges; fintech experience a plus.
- Proven leadership, project management, and scaling skills.
- Interest in AI, automation, and customer experience enhancement.
- Customer service excellence and data-driven performance management.
- Proficiency with tools like Intercom, Hubspot, Gainsight.
- Analytical, organized, results-oriented, with strong interpersonal skills.
- Fluent in English.
Why join us?
- Strategic role with high impact in a fast-growing SaaS scale-up.
- Supportive environment driven by customer-centric values.
- Collaborative Care team committed to excellence.
- Opportunity to develop our Lisbon hub and work across Europe.
What we offer:
- Competitive salary + performance bonus.
- 25 vacation days + holidays.
- Lunch allowance + transport reimbursement.
- Private health insurance.
- Modern equipment.
- Opportunity to shape our new international hub.
- Dynamic office in Lisbon.
- Empowering environment with growth opportunities.
- Fun team activities and off-sites.
Seniority level: Not Applicable
Employment type: Full-time
Job function: Other
Industries: Software Development.
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