Customer Care Officer

Job description

## **About Alma** At Alma, we believe that commerce should be balanced and sustainable. Our mission is to put finance back where it belongs: **at the service of merchants and consumers.** We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly. Today: - **25,000+ active merchants** - **10 million consumers served** - **4.8/5 on Trustpilot** Our team has grown from 2 to more than 350 people and we continue to expand across Europe. ## **About the role** As a **Customer Care Officer**, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma. You will support users, resolve complex requests and contribute to improving our operational processes. This role is based in **Lille**, with **2 days of remote work per week**. Occasional weekend shifts may be required (approximately twice per quarter). **Your main responsibilities will include:** ### **Customer & merchant support** - Handle complex requests from merchants and consumers via email and phone - Guide users in the use of Alma’s payment solutions - Provide clear and helpful responses while ensuring a high level of customer satisfaction ### **Operations & process management** - Manage debt collection actions and follow up on payment delays - Ensure smooth onboarding of new merchants and help them implement the Alma solution - Monitor cases and ensure issues are resolved efficiently ### **Continuous improvement** - Identify recurring issues and share insights to improve processes and tools - Contribute to quality reviews and operational improvements - Support the onboarding and training of new team members as the team grows ## **About you** You would be a great fit if you: - Have strong written and verbal communication skills in **French and English** - Are **customer-oriented**, empathetic and solution-driven - Are **organized and rigorous** in your work - Are **autonomous and resourceful** when solving problems - Are comfortable working in a **fast-growing environment** A first experience in **customer support, operations or similar roles** is a plus. ## **Why join Alma** - Offices in **Paris (10th arrondissement)** and **Lille – Euratechnologies** - Health insurance fully covered for you and your family - Meal vouchers (Swile) - Sustainable mobility package - Choice of laptop (Mac or Windows) - Regular team events and internal talks ## **Recruitment process** The process includes: 1. Introductory interview with Talent Acquisition 2. Online test 3. Interview with the Team Lead or Operations Manager 4. Team fit discussion with members of the Operation teams