Customer Care Operations Intern (EN & FR Speaker)

Job Description 👥 Customer Care at Maki At Maki , our Customer Care team is the heartbeat of our customer experience helping recruiters and candidates navigate their journey with us. As the first point of contact , you'll play a key role in building trusting relationships between Maki and our clients. You'll be joining Solène and Roisin , along with our outsourced agents, to provide exceptional support and ensure a seamless experience for our users. 🚀 What you'll do No two days will be the same! Your responsibilities will include: • Problem-solving with empathy – Address the most complex customer and candidate tickets that have been escalated from our outsourcing provider. • Optimising customer support – Analyse customer interaction data to identify trends, insights, and opportunities for service improvement, with strong Excel skills to support the Care team in delivering exceptional support experiences. • Creating support materials - Write and refine Help Centre articles that reflect our brand’s tone of voice clear, friendly, and helpful making sure our recruiters and candidates feel supported and empowered at every step of their journey. • Engaging with teams - Stay on the ball through communicating daily with other teams in the company as well as external collaborators, such as our outsourcing provider. Beyond day-to-day tasks, you will be asked to contribute to the future of MakiPeople in this AI-era and work on building and deploying AI-driven customer support agents. What we are looking for ? ✅ Must-haves • Strong passion for AI and HR tech • Strong analytical mindset – able to interpret data and make strategic decisions • Proactive & innovative – excited to tackle challenges with creative solutions • Exceptional customer service & communication skills – able to build strong relationships • Excellent writing skills • Proficiency with Google Sheets and/or Excel • Ability to thrive in a fast-paced environment • Either native French or English speaker; and C1 proficiency in French or English too. 🌟 Nice-to-haves • Experience working with AI-driven tools • Fluency in additional languages • Experience with our tools: Intercom, Slack and Notion A note on diversity @MakiPeople “ Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. ” 🌱 Your progression with us • Make a Real Impact: As part of our small, dynamic team, your contributions will have a direct and visible impact on the company’s success. Your work truly matters here. • Unlock Career Growth: With plenty of learning and development opportunities, this is your chance to grow your career in autonomy, problem-solving, process design, innovation, and client management. • Ambitious Futures Welcome: We value ambition and are excited to support your journey toward more senior roles as you grow and as new opportunities emerge within the company. • Shape Your Path: We are committed to supporting your career evolution, offering flexible “transversal” mobility opportunities tailored to your aspirations and goals within the organisation. • 💝 Your benefits • 🤩 A competitive intern salary • 📍 A flexible working policy (hybrid, full-remote (if permitted by school)) • 🍽️ A lunch card with a dedicated monthly budget • 👨‍👩‍👧‍👧 Team socials (weekly lunch & drinks, quarterly MakiDays) • 🏠 Morning offices located in Silicon IX, if base