Customer Care Team Lead
23 hours ago
Paris
Who we are Perifit is a FemTech startup that blends creativity with cutting-edge technology to finally offer women the products they deserve. Since launching our pelvic floor probe in 2018, we’ve seen exemplary growth while remaining profitable. Our revenue has grown 100x since 2018! It’s time to break taboos around urinary leaks, fertility, and breastfeeding—topics ignored for too long—by bringing women real, effective, and tailored solutions. Today, our first product—now distributed worldwide—is a pelvic floor training device considered the most effective, highest-rated, and best-selling on the market. It has already helped over 500,000 women. More than 90% of our customers recommend Perifit, and we’ve built a true community around our products! Our second product, a wearable breast pump, is on a similar trajectory. Our team has grown from 2 co-founders to 40+ people (50% women/men) in five years, with a liberated culture based on autonomy, trust, and cohesion. At Perifit, everything is designed to make you love your work. You’ll change the lives of thousands of women every day, at the heart of the innovative FemTech industry! Our values (and we’re proud of them!): FREEDOM – FEMINISM – STARTUP MINDSET – REAL IMPACT – NO EGO Role As a Customer Care Team Lead (freelance), reporting to the Customer Operations Manager, you will join the Customer Operations team. This is a 3-month transition assignment at 4 days/week starting early November 2025. Your responsibilities: • Lead daily support operations (email, chat) via Intercom, our main messaging tool: prioritization, SLA adherence, response quality., • Manage, coach, and energize the support team (scheduling, upskilling, QA reviews, team rituals)., • Structure and maintain the macro/template library and update the Help Center to reduce contact volume., • Track and analyze KPIs (CSAT, backlog, contact drivers) with the Customer Operations Manager and drive action plans., • Oversee returns/refunds/exchanges policies in Shopify per our procedures and applicable regulations., • Escalate requests to relevant teams when needed., • Champion the voice of the customer: consolidate verbatim feedback in Intercom, identify friction points, prioritize quick wins, and route structured insights., • Tooling/logistics context: Intercom, Shopify, Orderdesk (dispatch), third-party logistic environments (ShipBob, Hive, Interfulfillment). Reporting line: Customer Operations Manager. Requirements • 💼 Education & experience: 3+ years in Customer Care/Success/Operations in a startup environment, including team lead/coordination; mastery of Intercom; bonus: knowledge of Shopify, Orderdesk & third party logistic environments., • 📚 Skills: outstanding writing in FR/EN, strong customer empathy, clear communication; data-driven (KPIs, Intercom tags/reports), strong organization/prioritization, and change management., • 🚀 You are familiar with fast-paced startup environments., • 💪 You believe every woman should have access to enjoyable and effective health solutions (you’re comfortable with topics like “pelvic floor,” “vagina,” “childbirth,” and “female intimacy”)., • 🇬🇧 You have a good level of English, written and spoken (part of the team does not speak French). Benefits: • Freelance contract, 4 days/week, early November to end of January (3 months)., • Flexible setup, remote-friendly; regular trips to Paris appreciated., • Day rate based on profile and experience., • Collaboration in French and English with a supportive, high-standards team. Interview process • Phone pre-qualification, • Operational interview with a short case study, • Final interview with CEO and/or HR