Customer Care Operations Intern (EN & FR Speaker)

Job description

# **Job Description** ## 👥 Customer Care at Maki At **Maki**, our **Customer Care team** is the heartbeat of our customer experience helping recruiters and candidates navigate their journey with us. As the **first point of contact**, you'll play a key role in building **trusting relationships** between Maki and our clients. You'll be joining **Solène and Roisin**, along with our outsourced agents, to provide **exceptional support** and ensure a seamless experience for our users. ## 🚀 What you'll do No two days will be the same! Your responsibilities will include: - **Problem-solving with empathy** – Address the most complex customer and candidate tickets that have been escalated from our outsourcing provider. - **Optimising customer support** – Analyse customer interaction data to identify trends, insights, and opportunities for service improvement, with strong Excel skills to support the Care team in delivering exceptional support experiences. - **Creating support materials** - Write and refine Help Centre articles that reflect our brand’s tone of voice clear, friendly, and helpful making sure our recruiters and candidates feel supported and empowered at every step of their journey. - **Engaging with teams** - Stay on the ball through communicating daily with other teams in the company as well as external collaborators, such as our outsourcing provider. Beyond day-to-day tasks, you will be asked to contribute to the future of MakiPeople in this AI-era and work on **building and deploying AI-driven customer support agents.** ## **What we are looking for ?** ✅ Must-haves - Strong passion for **AI** and **HR tech** - Strong **analytical mindset** – able to interpret data and make strategic decisions - **Proactive & innovative** – excited to tackle challenges with creative solutions - Exceptional **customer service & communication skills** – able to build strong relationships - Excellent **writing** skills - Proficiency with **Google Sheets and/or Excel** - Ability to thrive in a **fast-paced environment** - Either **native French or English** speaker; and **C1 proficiency in French or English** too. ## 🌟 Nice-to-haves - Experience working with **AI-driven tools** - Fluency in additional languages - Experience with our tools: **Intercom, Slack and Notion** ***A note on diversity @MakiPeople*** “*Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.*” ## **🌱 Your progression with us** - **Make a Real Impact:** As part of our small, dynamic team, your contributions will have a direct and visible impact on the company’s success. Your work truly matters here. - **Unlock Career Growth:** With plenty of learning and development opportunities, this is your chance to grow your career in autonomy, problem-solving, process design, innovation, and client management. - **Ambitious Futures Welcome:** We value ambition and are excited to support your journey toward more senior roles as you grow and as new opportunities emerge within the company. - **Shape Your Path:** We are committed to supporting your career evolution, offering flexible “transversal” mobility opportunities tailored to your aspirations and goals within the organisation. ## **💝 Your benefits** - 🤩 A competitive intern salary - 📍 A flexible working policy (hybrid, full-remote (if permitted by school)) - 🍽️ A lunch card with a dedicated monthly budget - 👨‍👩‍👧‍👧 Team socials (weekly lunch & drinks, quarterly MakiDays) - 🏠 Morning offices located in Silicon IX, *if based in Paris* - 👪 A supportive working environment ## **✨ Join us at Maki** **Our vision** 🔭 Give human resources more-than-human powers. **Our mission** 🎯 Build the conversational AI agent that liberates HR teams, advances organizations, and expands human potential. ### **Our values 🎨** *We are still very young and our culture is evolving as we grow together. Nonetheless, below are values we identify ourselves with:* - **Play to Win** - Our ambition is limitless. We relentlessly aim for the top, pushing forward to be number one. - **Push the Boundaries** - Innovation drives us. We adapt, evolve, and set new standards to redefine whatʼs possible. - **Trust is Earned** - Trust is our foundation. We hold ourselves to the highest standards of transparency, security, and responsibility. - **Embrace Intensity** - Speed and precision define our approach. We execute with urgency, focus, and purpose to create immediate, tangible impact. - **Stronger together** - We succeed as one. Collaboration, shared purpose, and collective ownership are at the heart of our progress. # **What's next ?** *We want to offer* ***the best candidate experience possible*** *by letting everyone apply, ensuring that the process lasts ~3 weeks from the moment you get invited to the first step.* ### Step 1: An assessment on Maki (~20mins) 💡 This is to answer some preliminary admin questions and some activities to test your skills for this role. ### Step 2: An interview with Roisin (~30mins) 🤝🏼 If we believe you may be a good match, we’ll arrange a first call (in English) with Chloe, your hiring manager to cover: your experience, your vision of the role and your interest in joining us. ### Step 3: An interview with Solène (~30mins) 👀 This interview (in French) with Solène will give you the opportunity to express your motivations further, let your skills shine and ask any last questions you might have about the the team, company or role! ### Step 4: A take home case study You will be asked to write a Help Centre article, carry out a short data analysis and do a French language test. ### Step 5 : Your offer 💌