- Company Name
- Bricks.co
- Job Title
- Customer Success Manager - Customer Care (H/F)
- Job Description
-
**Job Title:** Customer Success Manager – Customer Care
**Role Summary:**
Serve as the primary advocate for users of a fast‑growing real‑estate investment platform. Deliver premium, empathetic support throughout the customer lifecycle (onboarding, usage, retention), capture user feedback, and work with Product, Tech, and Marketing to continuously improve the platform and its educational content.
**Expectations:**
- Maintain high customer satisfaction and timely ticket resolution.
- Educate investors on product features, financial concepts, and risk considerations.
- Identify friction points and churn risk, contributing to long‑term retention.
- Leverage AI and knowledge‑base tools to increase efficiency while preserving human touch.
- Collaborate cross‑functionally to relay feedback, bugs, and improvement ideas.
**Key Responsibilities:**
- Handle inbound requests (tickets, email, chat, phone) with clarity and empathy.
- Provide accurate information on platform operation, investment projects, and financial flows.
- Prioritize and resolve tickets autonomously, meeting service‑level targets.
- Conduct discovery and coaching calls to deepen users’ investment understanding.
- Monitor usage patterns, flag potential churn signals, and suggest retention actions.
- Deliver structured feedback to Product (UX, features), Engineering (bugs, prioritization), and Marketing (content, onboarding).
- Develop and maintain FAQs, help‑center articles, response scripts, and smart templates.
- Test and propose AI‑driven automation solutions for support processes.
**Required Skills:**
*Hard Skills*
- 1‑2+ years experience in Customer Success, Customer Care, or Support.
- Fluent written and spoken French; English proficiency a plus.
- Strong interest or background in investment, finance, or real‑estate.
- Proficiency with digital tools, CRM, ticketing systems, and generative AI platforms.
*Soft Skills*
- Exceptional interpersonal and service orientation.
- Clear, pedagogical communication style; reassuring and structured.
- Highly autonomous, organized, and detail‑focused.
- Ability to juggle multiple issues without quality loss.
- Team player with a solution‑focused mindset.
**Required Education & Certifications:**
- Bachelor’s degree or equivalent in Business, Finance, Communications, or related field (or demonstrated relevant experience).
- No specific certifications required; finance‑related certifications are a plus.