Customer Care Operations Intern (EN & FR Speaker)
Executive Mandate Specification
Job Description๐ฅ Customer Care at Maki
At Maki, our Customer Care team is the heartbeat of our customer experience helping recruiters and candidates navigate their journey with us. As the first point of contact, you'll play a key role in building trusting relationships between Maki and our clients.
You'll be joining Solรจne and Roisin, along with our outsourced agents, to provide exceptional support and ensure a seamless experience for our users.
No two days will be the same! Your responsibilities will include:
Problem-solving with empathy โ Address the most complex customer and candidate tickets that have been escalated from our outsourcing provider.
Optimising customer support โ Analyse customer interaction data to identify trends, insights, and opportunities for service improvement, with strong Excel skills to support the Care team in delivering exceptional support experiences.
Creating support materials - Write and refine Help Centre articles that reflect our brandโs tone of voice clear, friendly, and helpful making sure our recruiters and candidates feel supported and empowered at every step of their journey.
Engaging with teams - Stay on the ball through communicating daily with other teams in the company as well as external collaborators, such as our outsourcing provider.
Beyond day-to-day tasks, you will be asked to contribute to the future of MakiPeople in this AI-era and work on building and deploying AI-driven customer support agents.
What we are looking for ?
โ Must-haves
Strong passion for AI and HR tech
Strong analytical mindset โ able to interpret data and make strategic decisions
Proactive & innovative โ excited to tackle challenges with creative solutions
Exceptional customer service & communication skills โ able to build strong relationships
Excellent writing skills
Proficiency with Google Sheets and/or Excel
Ability to thrive in a fast-paced environment
Either native French or English speaker;
and C1 proficiency in French or English too.
Experience working with AI-driven tools
Fluency in additional languages
Experience with our tools: Intercom, Slack and Notion
A note on diversity @MakiPeople
โDonโt meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if youโre excited about this role but your past experience doesnโt align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.โ
Make a Real Impact: As part of our small, dynamic team, your contributions will have a direct and visible impact on the companyโs success. Your work truly matters here.
Unlock Career Growth: With plenty of learning and development opportunities, this is your chance to grow your career in autonomy, problem-solving, process design, innovation, and client management.
Ambitious Futures Welcome: We value ambition and are excited to support your journey toward more senior roles as you grow and as new opportunities emerge within the company.
Shape Your Path: We are committed to supporting your career evolution, offering flexible โtransversalโ mobility opportunities tailored to your aspirations and goals within the organisation.
๐คฉ A competitive intern salary
๐ A flexible working policy (hybrid, full-remote (if permitted by school))
๐ฝ๏ธ A lunch card with a dedicated monthly budget
๐จโ๐ฉโ๐งโ๐ง Team socials (weekly lunch & drinks, quarterly MakiDays)
๐ Morning offices located in Silicon IX, if based in Paris
๐ช A supportive working environment
Our vision ๐ญ
Give human resources more-than-human powers.
Our mission ๐ฏ
Build the conversational AI agent that liberates HR teams, advances organizations, and expands human potential.
Our values ๐จ
We are still very young and our culture is evolving as we grow together. Nonetheless, below are values we identify ourselves with:
Play to Win - Our ambition is limitless. We relentlessly aim for the top, pushing forward to be number one.
Push the Boundaries - Innovation drives us. We adapt, evolve, and set new standards to redefine whatสผs possible.
Trust is Earned - Trust is our foundation. We hold ourselves to the highest standards of transparency, security, and responsibility.
Embrace Intensity - Speed and precision define our approach. We execute with urgency, focus, and purpose to create immediate, tangible impact.
Stronger together - We succeed as one. Collaboration, shared purpose, and collective ownership are at the heart of our progress.
What's next ?
We want to offer the best candidate experience possible by letting everyone apply, ensuring that the process lasts ~3 weeks from the moment you get invited to the first step.Step 1: An assessment on Maki (~20mins) ๐ก
This is to answer some preliminary admin questions and some activities to test your skills for this role.
Step 2: An interview with Roisin (~30mins) ๐ค๐ผ
If we believe you may be a good match, weโll arrange a first call (in English) with Roisin, to cover: your experience, your vision of the role and your interest in joining us.
Step 3: An interview with Solรจne (~30mins) ๐
This interview (in French) with Solรจne will give you the opportunity to express your motivations further, let your skills shine and ask any last questions you might have about the the team, company or role!
Step 4: A take home case study
You will be asked to write a Help Centre article, carry out a short data analysis and do a French language test.
Step 5 : Your offer ๐
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Statutory Executive Benefits & Governance
- Executive Health, Vision & Dental Coverage with Global Provider Options
- Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
- Annual Discretionary Performance Incentive & Long-Term Equity Participation
- Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
- US Department of Labor & E-Verify Work Authorization Sponsorship
