Head of Customer Care
Paris
Freelancing – Customer Care /
FR Executive/Cadre /
Hybrid
Discover our galaxy 🪐
Since 2013, when Malt was founded by Vincent Huguet and Hugo Lassiège, we have become Europe’s fastest-growing freelance marketplace.
By acquiring Comatch (the Berlin-based leading marketplace for top freelance management consultants and industry experts) in 2022, we’re now home to a dynamic community of 550k+ freelancers, 70k+ companies, and 700+ Malters.
We’ve built the industry’s leading freelance management solution — all on a powerful, data driven tech platform — to match companies with the right freelance talent.
But we’re more than just a connector. Our marketplace streamlines freelancer-client communications, simplifies administrative and legal tasks, expedites invoicing and payments, and so much more.
Today, our company is growing fast! We need people like you to help us write this next chapter.
We are a tech company with a human approach 👽
- Strong company culture fueled by 700+ Malters from 40 countries
- Offices and teams in France, Germany, Spain, Belgium, United Kingdom, the Netherlands, Switzerland and the Middle East
- Committed to equality and diversity (50% of people managers are women)
- Strong career path policies allowing all Malters to develop and grow equally
- Backed by renowned investors including ISAI, Eurazeo Growth, Goldman Sachs and BPI France
- Recognized twice by LinkedIn as one of the best start-ups to work at
Explore your future career 🔭
Currently, the Customer Care team at Malt support the freelancers in solving any question they might have or issue they might encounter: how our services work, what are the payment terms, problem of payment delay or compliance validation. They also support our frontline teams (sales, community, …) fix issues and answer questions.
The team is at the core of Malt, a community driven company where the freelancer experience is at the heart of everything we do. For most of our freelancers, they are the face of Malt. Currently the team is composed of 15 people supporting all countries.
As the company is growing fast and the business has developed into new segments (new Malt Strategy vertical, stronger footprint of large corporate clients), the company is transforming the way it operates in order to support the business and growth of the coming years. The scope of the team might evolve, with the addition of new segments supported (e.g., SMB clients), with the way it interacts with the users, freelancers and clients (e.g., not only inbound emails, but also outbound calls), with the implementation of level 1 & 2 support, etc. The right tools, processes, skills need to be built to support those changes.
Key Responsibilities ✨
- Manage the team directly and build it to allow for scale. Maintain a team spirit reflecting Malt's values with a focus on people’s development.
- Transform the team into a best-in-class support pole, maximising the clients and freelancers experience along with the efficiency of the company.
- Define the detailed target model of Customer Care and the interactions with the key stakeholder teams (sales, finance, community…). The target model includes the processes, flows, SLAs, tools, KPIs, capacity and skills.
- Coordinate with other teams in order to build and implement the target model: Sales, Project Partners, Community, Ops, Data, Finance.
- Train and enable the team to drive adoption of the new processes and responsibilities
- Be an active contributor of the change management.
About you 🧑🚀
- You have a minimum of 10 years of successful experience in operations, preferably in service support activities
- You have experience of implementing large transformation projects requiring a 360 view (from new processes to tools and HR implications)
- You have the capability to influence other teams which are not in your direct supervision, to drive change across a company and to on-board people to your vision.
- You know how to manage and grow a frontline team. You can manage performance at individual and team levels leveraging KPIs and qualitative feedback.
- You like challenges and finding new ways to work in a continuous improvement process (challenge the status quo).
- You are analytical, yet have a strong bias for action. You are agile, comfortable with test & learn approach.
- You are fluent in English and French.
How to join the mission? 🚀
- A first call with Chloé Heintz, our Senior Talent Acquisition Manager DACH, serves to better understand your experience and wishes and to provide you with answers to all your initial questions.
- In a second video call you can discuss the role and find out more about your team and its goals from our Chief Freelance & Community Officer, Perrine Ferrault.
- Third step is a quick case study you can complete at home and will then discuss it with Sabine Bardaune, our VP Operations and Marc Wadih, our Business Unit Director.
- And last but not least, we would round up the process with a video call with our Co-CEO, Alexandre Fretti, to ask your final questions and give you an impression of the wider Strategy.
Malt is the perfect space to thrive personally and professionally 💫 - Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris - Equity: Every Malter is entitled to stock options - Lunch vouchers (legal benefit): €9/day on your Swile card. - Transportation (legal benefit): 50% reimbursement (any type of transport) - RTT: From 8 to 12 days off - Sports: company participation to a Gymlib membership - Malt sabbatical: After three years, every Malter is entitled to a one month paid sabbatical leave. - Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow. - Remote work: Hybrid remote policy - Annual team building events Ready? Get your ticket to Malt 🪐
Malt is the perfect space to thrive personally and professionally 💫
- Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris
- Equity: Every Malter is entitled to stock options
- Lunch vouchers (legal benefit): €9/day on your Swile card.
- Transportation (legal benefit): 50% reimbursement (any type of transport)
- RTT: From 8 to 12 days off
- Sports: company participation to a Gymlib membership
- Malt sabbatical: After three years, every Malter is entitled to a one month paid sabbatical leave.
- Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow.
- Remote work: Hybrid remote policy
- Annual team building events
Ready? Get your ticket to Malt 🪐
