About this role
<h2><strong>About Alma</strong></h2> <p>At Alma, we believe that commerce should be balanced and sustainable.</p> <p>Our mission is to put finance back where it belongs: <strong>at the service of merchants and consumers.</strong></p> <p>We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.</p> <p>Today:</p> <ul> <li><strong>25,000+ active merchants</strong></li> <li><strong>10 million consumers served</strong></li> <li><strong>4.8/5 on Trustpilot</strong></li> </ul> <p>Our team has grown from 2 to more than 350 people and we continue to expand across Europe.</p> <h2><strong>About the role</strong></h2> <p>As a <strong>Customer Care Officer</strong>, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma.</p> <p>You will support users, resolve complex requests and contribute to improving our operational processes.</p> <p>This role is based in <strong>Lille</strong>, with <strong>2 days of remote work per week</strong>.</p> <p>Occasional weekend shifts may be required (approximately twice per quarter).</p> <p><strong>Your main responsibilities will include:</strong></p> <h3><strong>Customer & merchant support</strong></h3> <ul> <li>Handle complex requests from merchants and consumers via email and phone</li> <li>Guide users in the use of Alma’s payment solutions</li> <li>Provide clear and helpful responses while ensuring a high level of customer satisfaction</li> </ul> <h3><strong>Operations & process management</strong></h3> <ul> <li>Manage debt collection actions and follow up on payment delays</li> <li>Ensure smooth onboarding of new merchants and help them implement the Alma solution</li> <li>Monitor cases and ensure issues are resolved efficiently</li> </ul> <h3><strong>Continuous improvement</strong></h3> <ul> <li>Identify recurring issues and share insights to improve processes and tools</li> <li>Contribute to quality reviews and operational improvements</li> <li>Support the onboarding and training of new team members as the team grows</li> </ul> <h2><strong>About you</strong></h2> <p>You would be a great fit if you:</p> <ul> <li>Have strong written and verbal communication skills in <strong>French and English</strong></li> <li>Are <strong>customer-oriented</strong>, empathetic and solution-driven</li> <li>Are <strong>organized and rigorous</strong> in your work</li> <li>Are <strong>autonomous and resourceful</strong> when solving problems</li> <li>Are comfortable working in a <strong>fast-growing environment</strong></li> </ul> <p>A first experience in <strong>customer support, operations or similar roles</strong> is a plus.</p> <h2><strong>Why join Alma</strong></h2> <ul> <li>Offices in <strong>Paris (10th arrondissement)</strong> and <strong>Lille – Euratechnologies</strong></li> <li>Health insurance fully covered for you and your family</li> <li>Meal vouchers (Swile)</li> <li>Sustainable mobility package</li> <li>Choice of laptop (Mac or Windows)</li> <li>Regular team events and internal talks</li> </ul> <h2><strong>Recruitment process</strong></h2> <p>The process includes:</p> <ol> <li>Introductory interview with Talent Acquisition</li> <li>Online test</li> <li>Interview with the Team Lead or Operations Manager</li> <li>Team fit discussion with members of the Operation teams</li> </ol>