Customer Care Expert, Finary

• You’ve worked in a customer support or operations role, ideally with community-facing responsibilities
• You’re fluent in online support tools, and know how to turn a user’s frustration into a positive experience
• You’re deeply organized and detail-oriented — nothing falls through the cracks
• You have excellent written communication skills and can explain complex ideas clearly and kindly
• You’re empathetic and calm, even when conversations get intense or repetitive
• You love being part of a mission-driven team and enjoy working cross-functionally with Product, Care, and Growth

Desirable

• As Community Lead, you will be the driving force behind our thriving finance community, both online and offline
• Your mission: ensure Finary’s finance forum remains the #1 destination for meaningful financial discussions
• You will report to Marine Faurie, VP Operations
• As our Community Care Specialist, you’ll be the operational engine ensuring that every member of the Finary community — especially on our forum — receives timely, accurate, and high-quality support
• You’ll also help maintain a healthy, engaging atmosphere across channels, acting as a key link between our users, advisors, and internal teams
• Provide fast, reliable first-line support directly in the community forum (and other channels), ensuring 95%+ of requests are addressed within 12 hours
• Monitor and moderate community content to enforce guidelines, prevent clutter, and maintain a respectful, helpful tone
• Escalate relevant feedback, bugs, or requests to the right internal team (Product, Care, Compliance…) with clarity and structure
• Use tools and processes to track performance, monitor sentiment, and ensure no support or moderation issue goes unresolved
• Identify repeat questions and opportunities to improve our self-serve experience through better content structure and contributor collaboration
• Coordinate with ambassadors, moderators, and power users to help them represent and support the brand
• Contribute to monthly reporting on community care metrics and user feedback