Customer Care Operations

Customer Care Operations 🏠 What Do We Do? Born in 2021 from the desire to make cities less polluted and quieter, Electra is helping to shift usage towards electric mobility by tackling the main barrier: charging. Electra is constantly innovating to make electric vehicle charging easier , with a network of fast charging stations (20 minutes on average) and a maximally simplified user experience. Based in Paris, Lyon, Bordeau, Nantes, Brussels, Madrid, Zurich, Vienna, Munich, Milan and Amsterdam, Electra's teams aim to deploy a network of 15,000 fast charging points by 2030 , proud to contribute to the energy transition in Europe. In 5 years, we have: Deployed +700 stations and over 2000 fast-charging points Secured thousands of stations to establish Electra as a leader in the European market Opened several offices in France and Europe Raised over €1 billion in equity and debt financing from renowned investors and institutions Joined the French Tech Next 40 and won the European Scale-up of the Year 2024 award Assembled a team of over +250 talents… and this is just the beginning! 🧳 Your Mission You will be the operational engine behind Electra's Customer Care performance. Your mission: turn a fast-growing, high-volume operation into a scalable, data-driven, AI-powered machine, where agents are efficient, customers find answers autonomously, and every process is built to absorb growth without breaking. You sit at the intersection of Ops, AI, and Knowledge, and you own the performance of all three. 🦸🦸‍♀️ Your Key responsibilities You'll combine content excellence, enablement, and data-driven iteration to scale self-serve and agent productivity across our fast-growing European network. 1. Drive AI & Self-Serve Performance This is the core of your role. You own the performance of our AI interactions end-to-end. KPI Ownership: Track, analyze, and report on key metrics: Deflection Rate, AI CSAT, and Resolution Accuracy. You are accountable for their progression. Gap Analysis: When the AI fails, you find out why. You identify root causes, content gap, bad prompting, outdated data, routing issue, and you fix them. Continuous Improvement: Build loops to constantly refine the system. You run A/B tests on answers and configurations, analyze failed queries and handoff triggers, and turn insights into concrete improvements. Automation : Identify automation opportunities that reduce friction in the contact lifecycle, routing, tagging, escalation triggers: to improve AI containment and agent efficiency. 2. Architect the Knowledge Ecosystem (System & Strategy) Knowledge is the fuel that powers agents and AI alike. Shift from "writing" to "structuring ": Design a scalable information architecture (taxonomy, tagging, metadata) that allows instant retrieval of information by humans and machines. Build the Single Source of Truth: Audit and restructure our current tools (Notion, Intercom, Slack) into a cohesive ecosystem. Ensure data flows efficiently from Product/Tech to Customer Ops without bottlenecks. Operational readiness: Translate product and feature releases into KB updates, agent briefings, and AI configuration changes, before anything goes live. You ensure no launch creates a blind spot in the system. Quality assessment : Implement quality indicators and governance standards for accuracy, freshness, and findability, to identify knowledge gaps and address them. Governance : Who updates what, when, and how - with clear ownership, SLAs, and quality standards. You set the rules to keep the knowledge base alive and accurate. AI-optimized content: Structure articles specifically for RAG retrieval, clean metadata, unambiguous phrasing, consistent formatting. You understand that how content is written directly impacts AI response quality. 3. Enable Teams & Partner Cross-Functionally Playbooks over prose: Build logical troubleshooting guides and decision trees that allow BPO agents and new hires to solve complex issues autonomously, without escalating or losing time searching. Enablement sessions: Run training and knowledge-sharing workshops to drive adoption of tools, processes, and AI resources across internal and external teams. Cross-functional partnership: Work closely with Product, Engineering, Marketing, and Operations to anticipate change: feature releases, tariff updates, campaigns, incidents and translate it into operational readiness before it impacts customers. 💚 Your Profile You have a strong Ops mindset : you hate repetitive tasks and look for ways to automate them. You are as comfortable in a data dashboard as you are writing a process doc. You understand that knowledge is a product, AI is a system to maintain, and operations is something you can always make more efficient. Experience & Background 2-4 years in Ops, Customer Operations, ideally in a tech or scale-up environment. Proven track record of structuring or improving operational systems: help centers, internal knowledge bases, agent workflows, or self-serve funnels. First experience with AI tools and a genuine curiosity for how they work. 🛠️ Hard Skills System & Process thinking : Ability to break down complex chaos into structured, scalable systems. Data-driven: confident with analytics tools (SQL, Intercom dashboarding, Omni BI) to measure impact and prioritize actions. AI Literacy: Curious about how GenAI works and how to feed it properly. Communication : Excellent written communication in English and French, ability to transform technical input into clear, action-oriented content. 💡 Soft Skills Builder & Analytical thinking: Systematic vision, strong prioritization and organizational skills. Curiosity & adaptability: Excited by new technologies, comfortable with change and fast-paced growth. Customer-first mindset: Empathy, kindness, genuine interest in improving customer experience. Collaboration & ownership: Team-oriented, autonomous, proactive, bias to action. ⚡️ What Electra Offers You A key role in a massive international rollout of Europe’s largest fast-charging network Opportunities to grow across engineering, operations, and strategy A collaborative and mission-driven environment Real impact on the energy transition and the future of mobility An attractive compensation package with fixed and variable components (evaluated and paid quarterly) Brand-new offices in Lyon. 2 days of remote work per week Alan health insurance (50% covered by Electra) Meal vouchers via Swile card (€10/day, 50% covered by Electra) 25 paid vacation days + 12 RTT (reduction of working time) days SYNTEC collective agreement (including vacation bonus, additional leave for special occasions, etc.) A quarterly company-wide event with the entire Electra team Sustainable Mobility Package Access to the company benefits platform (CSE) with numerous perks (culture, sports, etc.) Even if your profile doesn't match 100% of every criterion, we encourage you to apply. At Electra, we strive to create an environment where everyone feels comfortable, safe, and free to be themselves. We are committed to equal opportunities and do not tolerate any discrimination based on religion, cultural background, nationality, gender, sexual orientation, age, or disability. 💚 We value potential, motivation, and a learning mindset just as much as experience. 🚀 Recruitment Process TA Interview – Raphaël Hiring Manager interview – Sophie (VP Operations) Use Case – Sophie (VP Operations) & Inès (Head of Core) Fit team Department Operations Locations Lyon Remote status Hybrid Employment type Contract Date May 04, 2026 Lyon