Sobre este puesto de Customer Care Officer en Alma

Alma · Presencial · Lille, Nord, France

About Alma

At Alma, we believe that commerce should be balanced and sustainable.

Our mission is to put finance back where it belongs: at the service of merchants and consumers.

We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.

Today:

25,000+ active merchants
10 million consumers served
4.8/5 on Trustpilot

Our team has grown from 2 to more than 350 people and we continue to expand across Europe.

About the role

As a Customer Care Officer, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma.

You will support users, resolve complex requests and contribute to improving our operational processes.

This role is based in Lille, with 2 days of remote work per week.

Occasional weekend shifts may be required (approximately twice per quarter).

Your main responsibilities will include:

Customer & merchant support

Handle complex requests from merchants and consumers via email and phone
Guide users in the use of Alma’s payment solutions
Provide clear and helpful responses while ensuring a high level of customer satisfaction

Operations & process management

Manage debt collection actions and follow up on payment delays
Ensure smooth onboarding of new merchants and help them implement the Alma solution
Monitor cases and ensure issues are resolved efficiently

Continuous improvement

Identify recurring issues and share insights to improve processes and tools
Contribute to quality reviews and operational improvements
Support the onboarding and training of new team members as the team grows

About you

You would be a great fit if you:

Have strong written and verbal communication skills in French and English
Are customer-oriented, empathetic and solution-driven
Are organized and rigorous in your work
Are autonomous and resourceful when solving problems
Are comfortable working in a fast-growing environment

A first experience in customer support, operations or similar roles is a plus.

Why join Alma

Offices in Paris (10th arrondissement) and Lille – Euratechnologies
Health insurance fully covered for you and your family
Meal vouchers (Swile)
Sustainable mobility package
Choice of laptop (Mac or Windows)
Regular team events and internal talks

Recruitment process

The process includes:

Introductory interview with Talent Acquisition
Online test
Interview with the Team Lead or Operations Manager
Team fit discussion with members of the Operation teams

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Sobre Alma

At Alma, we are convinced that trade must be well balanced to be sustainable. Because finance has a key role in business, our mission is to put it back in its rightful place : at the service of merchants and consumers!

That’s why we create financial products that empower merchants to sell more, and help consumers purchase better products while never encouraging them to get over-indebted.

Our tech solutions are accessible to all, easy to implement, and that eliminate purchase friction.

For merchants, our instalment and deferred payment solutions are excellent ways of increasing customers' loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk.

For consumers, the purchase experience is enhanced (4.8/5 on Trustpilot) and Alma helps them handle their budget easily. They pay later, Alma pays the merchants right away.

We are the leader in France and are on track to win the European market on the (very) powerful Buy Now Pay Later (BNPL) industry, as we’re now processing payments in 10 European countries. Over the past 5 years, more than 16 000 merchants have chosen Alma to be their innovative BNPL solution, and we have served over 5 million consumers.

The team has grown from 2 to 300+ people, we raised a €115M series C early 2022 to help us accelerate further and Alma is already part of the French Tech 120 ranking of the most promising French technology companies. And that's only the beginning.