Senior Customer Care Manager

Lemonway is an approved payment institution, at the heart of the new European economy.

We secure payments for crowdfunding platforms, the collaborative economy, marketplaces, and e-merchants, with a strong commitment against fraud and for the protection of funds.

Regulated by the ACPR and benefiting from the European passport in 29 countries, Lemonway is based in Paris and Hamburg and brings together 150 multicultural and committed Lemonheroes.

Over 400 marketplaces trust us. We manage 1.4 million user wallets and have raised €50 million from Breega, SpeedInvest, and Toscafund.

Profitable for four years and growing by +25% in 2025, Lemonway aims to remain among the leaders in European payments through healthy and sustainable growth.

• Sector: FinTech / Online Payments

• Location: Paris, France (Sentier district, 2nd arrondissement)

• Remote Work: Up to 2 days per week (your choice)

The Team

You will join the Customer Services team, composed of two teams managed by Thibaut: Customer Care Support and L2 Support. The Customer Care team currently consists of 4 people.

The Role

As a Senior Customer Care Manager, you will play a key role in customer satisfaction and loyalty. With a portfolio of major accounts, you will be responsible for providing high-quality support by responding to customer requests, while also managing operations for our clients.

You will also be involved in strategic cross-functional projects, in conjunction with other business teams, to contribute to the continuous improvement of our processes and services.

Your Main Responsibilities

Customer Request Management

• Handle incoming tickets, ensuring accurate, fast, and high-quality responses.

• Answer customer calls within a defined time frame, ensuring courteous, efficient, and solution-oriented handling.

• Escalate complex requests to the relevant business teams (Payments, Compliance, Product, L2 Support).

• Analyze recurring issues to identify areas for improvement and share your insights with internal teams.
  

Priority Customer Management

• Be the operational point of contact for some of our top clients, coordinating responses to their requests and ensuring priority handling.

• Organize and lead operational reviews at the request of clients to ensure rigorous follow-up of their needs and expectations.
  

Cross-Functional Projects and Expertise

• Contribute to strategic internal projects, such as updating documentation or optimizing processes.

• Become a referent for certain tools or specific subjects (Salesforce, Aircall/Ringover).

• Support and coach junior team members to share your knowledge and strengthen the team's overall expertise.

Experience and Know-How

• You have at least 5 years of experience in Customer Care / Support / Success.

• You have prior confirmed experience in fintech (payments).

• Through your experiences, you have developed strong interpersonal skills that enable you to manage complex accounts with strategic stakeholders.
  

Technical and Interpersonal Skills

• Proficiency in Salesforce, and a telephony tool such as Aircall or Ringover (essential).

• An aptitude for technical tools and the ability to analyze data or customer feedback to identify solutions.

• Excellent written and oral communication skills, with a customer-oriented approach.

• Proficiency in English and French is essential. Spanish will be a big plus.
  

Why Join Us?

• A dynamic and stimulating environment where your ideas matter.

• The opportunity to work on large-scale projects in collaboration with cross-functional teams.

• A work-life balance with a position based in Paris with 2 days of remote work per week.
  

Other Benefits

• Swile card

• RTT (Days off in lieu)

• Alan health insurance

• Gymlib

• Navigo Pass reimbursement

Recruitment Process

1. Introduction to the recruitment process with Sabina, Talent Acquisition Manager
2. Technical interview with Thibaut, team manager
3. Motivation and personality test (Assessfirst)

3. Discussion with a member of our team to better understand the role, the team, and our culture.

4. Interview with our VP Customer Success

Lemonway is committed to promoting diversity, notably by favoring gender balance and the employment of people with disabilities.

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