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Customer Operations Manager

Perifit recrute !

À propos

Perifit est une start’up de la « FemTech » qui allie créativité et technologie de pointe pour enfin offrir aux femmes les produits qu’elles méritent.
Depuis le lancement de sa sonde périnéale en 2018, l’entreprise a connu une croissance exemplaire, tout en restant profitable. Nous avons multiplié notre chiffre d’affaires par 100 depuis 2018 !

Il est temps de briser les tabous autour des fuites urinaires, de la fertilité, de l’allaitement, trop longtemps ignorés pour offrir aux femmes de vraies solutions, adaptées et efficaces.

Aujourd’hui notre premier produit distribué désormais dans tous les pays du monde, une sonde de rééducation périnéale, est considéré comme la sonde de renforcement périnéal la plus efficace, la mieux notée et la plus vendue sur le marché. Il a soigné déjà plus de 250 000 femmes. Plus de 90% de nos clientes recommandent Perifit et nous avons déjà créé une véritable communauté autour de nos produits! Notre deuxième produit, un tire lait portable, suit une trajectoire similaire.

Notre équipe est passée de 2 cofondateurs à plus d’une trentaine de collaborateurs (50% H/F) en trois ans, dans l’esprit d’une entreprise libérée, basée sur l’autonomie, la confiance, et la cohésion.

Chez Perifit, tout est fait pour vous faire adorer votre travail. Vous changez la vie de milliers de femmes chaque jour, au cœur de l’industrie innovante de la Femtech!

Nos valeurs chez Perifit (et nous en sommes fiers !) : FREEDOM – FEMINISM – STARTUP MINDSET – REAL IMPACT – NO EGO

Descriptif du poste

We’re looking for our new Customer Operations Manager to oversee the Customer Success department's daily activities and ensure a smooth workflow. Your role is to troubleshoot issues, provide guidance, and optimize processes to enhance efficiency. Additionally, you are responsible for collecting and analyzing data from Customer support to guide our product development and strategic decisions.

Your missions

  • Collaborate with our team of 10+ customer success agents, including Technical support

  • Ensure quick and efficient resolution of technical issues, consistently collaborating with the technical team and reporting issues to the relevant team

  • Identify friction points and repetitive tasks within the Customer success team and resolve them by reviewing and optimizing processes. Automate low-value tasks to enable teams to concentrate on activities that add value for customers

  • Enhance automated and self-service support with new tools and ressources

  • Configure and refine AI bots and automated resolution workflows

  • Collect and analyze customer feedback and share insights to other teams (tech, product, marketing)

  • Oversee KPIs performance (CSAT, response time, resolution time, etc.)

  • Closely monitor products return and replacement rates and their reasons

  • Coordinate logistics to ensure seamless product delivery from warehouses to customers

    • Relationships with fulfillment partners and warehouses
    • Order allocation to appropriate warehouses within a global e-commerce structure
    • Monitor and optimize shipping costs and quality
    • Streamline our return process

Profil recherché

  • Bachelor’s degree in Business or any related field

  • Proven experience in Operations and/or Customer success. 6 years min. in a startup would be ideal

  • Customer-first mindset

  • Excellent interpersonal and communication skills

  • Strong organizational & project management skills. Problem-solving mindset.

  • Able to multitask, prioritize, and manage time effectively

  • You speak and write excellent English and French

  • Knowledge of intercom would be a plus

  • Technical knowledge would be a plus

  • You are a feminist and believe in the right of every woman to have access to fun, effective health solutions. You are comfortable talking about women’s health issues, are not intimidated by the topics of pelvic floor health, the vagina, childbirth and female intimacy in general, and curious to learn more

Advantages

  • ❤️ A chance to impact the lives of millions of women

  • 🚀 Rapid career development in a rapidly growing company

  • 💰 Equity participation (BSPCE) for all employees after the end of the trial period,

  • 🏥 Mutual with excellent health coverage (Alan) 100% financed by the company,

  • 🍱 Swile “restaurant tickets”, 60% covered by the company,

  • 🏋️‍ Free subscription to Classpass to take care of yourself and your health,

  • 🏢 A place where it is good to work in a friendly atmosphere, with spacious offices in the center of Paris. But also the most flexible home-office policy you could wish for: work from wherever you wish as long as the tasks get done !

Process de recrutement

  • Send your CV and a few sentences about why you should be perfect for the role.

  • Screening call

  • Case study & interview

  • (if necessary) Last interview with HR and/or Co-founder

Informations complémentaires

  • Type de contrat : CDI
  • Lieu : Paris
  • Télétravail total possible
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