<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>
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