Customer Operations Team Lead

Who are we?

At Alma, we are convinced that trade must be well balanced to be sustainable. Because finance has a key role in business, our mission is to put it back in its rightful place : at the service of merchants and consumers!

That’s why we create financial products that empower merchants to sell more, and help consumers purchase better products while never encouraging them to get over-indebted.

Our tech solutions are accessible to all, easy to implement, and that eliminate purchase friction.

For merchants, our instalment and deferred payment solutions are excellent ways of increasing customers' loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk.

For consumers, the purchase experience is enhanced (4.8/5 on Trustpilot) and Alma helps them handle their budget easily. They pay later, Alma pays the merchants right away.

We are the leader in France, on track to win the European market on the (very) powerful Buy Now Pay Later (BNPL) industry, as we’re now processing payments in 10 European countries. Over the past 5 years, more than 16,000 active merchants have chosen Alma to be their innovative BNPL solution, and we have served over 5 million consumers.

The team has grown from 2 to 300+ people, we raised a €115M series C early 2022 to help us accelerate further and Alma is already part of the French Tech 120 ranking of the most promising French technology companies. And that's only the beginning.

What are we looking for ?

Collective intelligence is the driving force behind Alma: we are looking for open-minded, curious, and ambitious people who want to actively participate in this exponential growth.

To keep delivering an optimal purchasing experience and absolute ease of use, all teams at Alma (Tech, Product, Sales, Operations, Data, Risk, Finance, Compliance, Legal, Marketing, and People) will strengthen their staff to maintain the highest standards of quality and trust while pushing these innovations at Alma’s pace.

Good to know

In addition to Alma’s values (see “Our values” tab), resulting from a collective exercise of introspection, there are other great reasons to join them:

• Their offices are located in the 10th arrondissement of Paris and at EuraTechnologie in Lille, in bright new premises.
• Themed lunches are organized every month with guest speakers such as CEOs, athletes, artists, and public figures.
• Alma finances 100% of the health insurance (Kenko contract) for you and your family and provides you with meal vouchers (Swile).
• Alma offers a "Sustainable Mobility Package" (Forfait Mobilité Durable). You will benefit from a budget of €518,40 per calendar year for your home-to-work transportation.
• Upon your arrival, you can choose which laptop you will work with (Mac or Windows).
• Fresh fruits are available every Monday and Wednesday.
• And once a month, it’s team drinks!

About the Job

The position is based in Lille. Our working policy allow 2 days in remote work by week. 

The Operations team is responsible for setting up and managing the processes to provide merchants and customers with the best payment experience in several installments and to handle the risk and fraud operations.

Practically, this means:

• Provide customer and merchant support: we are there to support them in using Alma, and their feedbacks allows us to improve the product;
• Manage debt collection actions from start to finish: our role is to minimize the rate of delay and default to guarantee the company's margin;
• Take charge of the onboarding of new merchants, and ensure that they can install the Alma solution as quickly and easily as possible.

We offer you a role at the heart of Alma's operational reactor. You will have the following responsibilities:

MANAGEMENT & ORGANIZATION

• Organize and lead weekly team meetings with your team and instill a positive and caring dynamic
• Help coordinate the day-to-day tasks of the team and prioritize based on the staffing and business context and priorities
• Define achievable goals in accordance with the established OKRs of the broader Ops organization
• With the help of the management and the country Ops teams, define and adapt the the team specialization when relevant
• With the help of the management and the country Ops teams, reshape and adapt the team organization to fit the business needs and support the business growth

OPERATIONAL TASKS

• Help the team handle email and chat requests on a daily basis - between 10% and 25% of your time depending on the context and the size of the team
• Take care of the most complex issues raised by the team and handle potential escalation requests from the team members
• Participate in the team growth by helping with recruitment
• Participate in the training of newcomers
• If relevant be responsible of processes for Customer Operations

COACHING

• Set up weekly meetings with each team member to give feedback on the quality of their tasks and gather feedbacks on how we can improve
• Ensure that the team has the right resources, tools and skills to succeed in their mission
• Provide the team with the support they need in their daily tasks by lifting potential roadblocks whenever needed
• Ensure the well-being of your team by creating a work environment that inspires, motivates and builds confidence while developing new skills

COORDINATION WITH KEY STAKEHOLDERS

• Liaise with the Ops Managers and Specialists in the countries and help convey the messages and communication on new products, projects, etc.
• Maintain a good knowledge of the product and new features in our constantly changing environment
• Gather feedback on processes, tools, etc. from the on-the-ground team, consolidate it and deliver it to the country teams to help improve our processes
• Be proactive in maintaining a good knowledge base to ensure that the content is always up to date and relevant

About you

Alma is the right fit for you if you are:

• Able to speak English and French : C2 level
• Open and friendly : you know how to listen to your team and customers, you have easy contact and you show empathy
• Perseverant : you don't get stuck facing difficulties, you know how to bounce back in the event of failure
• Autonomous and resourceful : you know how to find a solution to each problem, without losing view of your end goal
• Rigorous and organized : you work in a methodical and structured way, you do not leave any subject untreated
• Demanding and reliable : you do not compromise on the quality of your work, and you make it a point of honor to keep your commitments
• You ideally have a first experience in a similar role.

About the recruitment process

Raise your confidence about the interview, check our values ! 👉🏻 https://youtu.be/O9wDSTQ5710

The process :

• First selection on CV
• Remote business case
• Video interview with the Operation Manager, Team Lead
• Video interview with Nicolas, Head of Customer Operation, and Central & Country Operations
• Team fit!