Customer Care Representative, Malt
French & English Speaking
+ Equity in the form of stock options
2-5 days a week in office
Freelance consulting marketplace
Open for applications
Freelance consulting marketplace
501-1000 employees
Open for applications
+ Equity in the form of stock options
2-5 days a week in office
501-1000 employees
Company mission
Give people the freedom to choose who they work with
Role
Who you are
- Organized, rigorous, and reliable: You manage your requests from A to Z autonomously
- Achieving “inbox zero” is a daily necessity to guarantee our quality of service
- Proven Experience: You already have significant experience in an Operational Support/Customer Care (Ticketing) role, and are comfortable with the concepts of SLA (Service Level Agreement) and high-volume ticket management
- Experience working with a modern ticketing tool (such as Zendesk, Intercom, or Freshdesk) is a strong plus
- Relational Mastery: You demonstrate great professionalism in your exchanges (both oral and written) and are able to keep your cool even in tense situations
- Commercial Mindset: Comfortable on the phone and focused on rapid resolution, you don’t let anything slip by!
- Proactivity: Reactive, conscientious, and organized, you are passionate about evolving within a meaningful startup and participating in its development
- French and English professional / Fluent level
What the job involves
- As a Customer Care Representative, you will be responsible for improving the user experience for both clients and freelancers across all channels (phone, email, chat, etc.)
- Because Malt is growing very fast and the quality of customer relations is essential to our success, we expect you to be resourceful, curious, and have a problem-solver mindset ready for any challenge!
- Reporting to the Head of Customer care, you will enhance the excellence of Malt's service and will be required to work with international teams as part of our growth across Europe
- Ensure operational excellence and drive immediate user satisfaction
- 1. Operational Management and Rapid Resolution
- This role is at the heart of our business: you are the first contact for our users and the key to ensuring project fluidity
- Be the first responder and the key entry point for managing a daily volume of incoming requests (tickets) from our clients and freelancers
- Ensure the reactive processing and complete follow-up of user interactions via email, chat, phone, and social media
- Accurately diagnose issues (billing, payment, technical, platform visibility) and resolve them autonomously or escalate them quickly to the relevant internal teams (Product, Finance, Sales)
- Be the go-to contact for managing critical incidents during a project (first-level mediation, restoring constructive communication)
- The Voice of our Users Internally
- Your daily resolution work places you in a unique position to influence Malt’s evolution
- Compile and document in a structured way the recurrent friction points and frequently raised issues identified through support
- Communicate these operational insights to the Product team to help prioritize future fixes and improvements
- Become the undeniable expert of our platform, capable of turning a problem into a “Wow” effect thanks to the quality of your service
- Actively participate in improving our knowledge base and internal processes
Application process
- A first Google Meet call with Claudia, Talent Acquisition Manager
- Then, a second interview with , Nickerlyne Bellevue, your future N+1
- A business case to test your skills
- A final interview with your Head of Customer care & administration Edward Flach and you join us!
Our take
Malt is carving out a unique space in the European freelance marketplace by specialising in connecting companies with technically skilled freelancers like developers, data scientists, and project managers. This targeted approach sets it apart from broader platforms like Upwork and Fiverr, where diverse talents compete for projects often through low bids.
The company further distinguishes itself by offering dedicated account managers to companies. These account managers help source the right talent, handle payments, and manage legal and administrative tasks. This comprehensive service caters to the growing trend of digital nomadism, attracting skilled technical professionals seeking freelance opportunities.
Malt's success is evident in its funding, attracting significant investment, and growing its network to over 800,000 freelancers across five European countries. Its also secured partnerships with major companies like Unilever, Bosch, and L'Oréal, further solidifying its position as a leading player. Following its acquisition of competitor Comatch, it has set ambitious goals to become the go-to freelancer marketplace in Europe.
Steph
Company Specialist at Welcome to the Jungle
Insights
35% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2021
$93.6m
GROWTH EQUITY VC
Feb 2019
$28m
SERIES C
Total funding: $129.9m
Company benefits
- Onboarding: Before easing into your new role, you’ll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris
- Equity: Every Malter is entitled to stock options
- Lunch vouchers: €9/day on your Swile card
- Transportation: 50% reimbursement (any type of transport)
- RTT: From 8 to 12 days off
- Malt sabbatical: After three years, every Malter is entitled to a one month paid sabbatical leave
- Free books: If you’re interested in learning more about any topic relevant to Malt’s business, just tell us the books you’d like to read, and we’ll order them for you—without any questions asked or approval processes to follow
- Work from home for up to 2 days a week
- Annual team building events
Company HQ
Chaussée-d'Antin, Paris, France
Leadership
Vincent Huguet
(Co-Founder & Co-CEO)Previously a Corporate Development Manager at Telmex. Founded Mexico's leading online florist Algoespecial, and then co-founded online printer Groupe Aventers.
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