Senior Manager enhancing customer support operations for Local Government in Australia. Collaborating with various teams to boost service reliability and quality.
About the role
- Customer Care Specialist ensuring a seamless setup and excellent experience for clients at MakiPeople. Collaborating across teams to enhance workflows and customer satisfaction.
Responsibilities
- Handle and resolve complex tickets from our recruiter clients with empathy and precision.
- Lead escalations and support the outsourced agents in addressing advanced cases.
- Maintain and optimize workflows, performing monthly audits to ensure reliability and efficiency.
- Drive automation projects, design, test, and improve Care workflows, and explore new AI opportunities.
- Lead the Help Center, maintaining consistent quality and brand voice across articles and translations (Portuguese, Spanish, English, French).
- Collaborate cross-functionally with Product, Ops, and AI teams to provide actionable insights and ensure customer feedback is integrated into our roadmap.
- Participate in discovery projects: including benchmarking AI tools, conducting feature analyses, and drafting recommendation reports.
- Monitor and analyze customer care data to identify trends, track key metrics (e.g. ticket volume evolution, touches per ticket, response times), and share actionable insights with the team.
Requirements
- Strong problem-solving and analytical mindset: comfortable with data-driven decision-making.
- Excellent communication skills (both written and spoken).
- Bilingual in English and French.
- Solid command of Excel / Google Sheets and familiarity with support tools (Intercom would be a plus)
- A genuine passion for innovation, automation and AI in customer experience, (experience working with AI-driven customer support tools would be a plus).
- Proven experience in customer support, operations, or care project management.
- Familiarity with Notion, Slack, and knowledge base management.
- Previous exposure to HR tech or SaaS environments.
- Team-oriented, organized, and proactive.
Benefits
- A competitive salary and generous equity packages
- A hybrid working policy
- A lunch card with a dedicated monthly budget
- Team socials (weekly lunch & drinks, quarterly MakiDays)
- WeWork offices located in the city center of London or Paris
- A delightful healthcare insurance, with 100% of the contribution covered for you and your family
- A supportive working environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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