👪 About the Customer Care team
The Customer Care Team at MakiPeople is at the core of our customer experience, helping recruiters and candidates succeed at every step of their journey.
You’ll collaborate closely with our other teams (tech, implementation & success teams mostly), ensuring that our users receive fast, empathetic, and high-quality support.
As a Customer Care Specialist, you’ll also play a strategic role in enhancing workflows, driving automation, and deploying AI-powered support solutions to make Maki’s service even more scalable and efficient.
💪 About your missions
No two days will look the same! Your key missions will include:
Handle and resolve complex tickets from our recruiter clients with empathy and precision.
Lead escalations and support the outsourced agents in addressing advanced cases.
Maintain and optimize workflows, performing monthly audits to ensure reliability and efficiency.
Drive automation projects, design, test, and improve Care workflows, and explore new AI opportunities.
Lead the Help Center, maintaining consistent quality and brand voice across articles and translations (Portuguese, Spanish, English, French).
Collaborate cross-functionally with Product, Ops, and AI teams to provide actionable insights and ensure customer feedback is integrated into our roadmap.
Participate in discovery projects : including benchmarking AI tools, conducting feature analyses, and drafting recommendation reports.
Eventually as one of the early employee of MakiPeople, you’ll be be able to shape the future of the team. We share as much ownership on the way we work and on the product itself as we can as we’re convinced our success is 99% due to our team.
