Head of Care

WHO IS AGICAP?Created in Lyon in 2016 by French entrepreneurs, Agicap is one of the fastest growing scale-ups in Europe, with over 8000 customers, 550 employees and fast revenue growth (7x between 2021 and 2024). GP Bullhound has ranked us as the next most likely unicorn in Europe. Agicap is part of the FT120, rewarding the most promising startups in France. We have raised €145M since our creation, with prestigious VC funds including AVP, Greenoaks, Partech and BlackFin, with a last round in November 2024.

These additional resources further fuel our product innovation, allowing us to grow significantly the team by welcoming new talents and accelerating our international expansion across Europe. With our newest addition in Lisbon, opened in April 2023, we aim to build an international hub that represents all our markets. This hub will foster collaboration and innovation among Agicapians, focusing on our key business departments: Sales and Customer Success. We started with 5 employees and aim to grow to nearly 100 Agicapians by 2025.

This hub is crucial for leading Agicap's growth journey, and we encourage all Agicapians to share their ideas on how we can make it a success. Agicap allows CEOs and Finance teams of Mid-Market companies to efficiently manage and forecast their cash flow. Cash is King, and Agicap fundamentally reshapes the way companies manage one of their greatest pain points - Our innovative platform streamlines supplier payments and enhances cash collection processes, enabling businesses to thrive in a competitive landscape. Our ambition is to become the global financial management solution for Mid-Market companies worldwide.

We believe our success comes from our highly passionate and dedicated teams, committed to building a company where people can grow and build their careers. We are looking for great talents, aiming for excellence and ready to join our ambitious adventure!Home pageCustomer StoriesLife at AgicapOur ValuesHeadcount Growth : July 2019 : 10July 2020 : : 50July 2021 : : 200July 2024 : +500Join Agicap on its path to Unicorn status. 🎯 Your Mission : As Head of Care, you will be responsible for the Customer Care department (Support/Customer Service) at Agicap.

Your main mission will be to guarantee an exceptional customer experience, ensure user satisfaction and loyalty, and make Care a lever for operational excellence and differentiation, supporting team members on an ambitious career path within Agicap. Define the overall Customer Care strategy: Develop and implement the Customer Care strategy in line with the company's vision, with a strong focus on improving customer experience and satisfaction, while structuring an organization adapted to an international contextImplementation and monitoring of Cares KPIs: Define, monitor, and analyze key performance indicators (CSAT at 95%, response time of less than 3 minutes/resolution, Upsell, IQS, etc.

), and propose areas for improvementManagement and development of international and multi-site teams: Manage a team of 20 to 30 employees (4 team leads and team members), spread across several countries (remote and on-site) Support managers in developing their skills, ensuring commitment and cohesion both remotely and in person Supervise and develop a team by supporting them in their career development at AgicapStructuring and optimization of support operations:

Optimize team organization (segmentation, support levels) and tool usage, promoting automation and self-service Analyze customer journeys, friction points, and support data; propose and manage action plans to continuously improve service quality and efficiency on Agicap's online chat Be able to take a step back to define the vision, develop operational models, industrialize processes, and support growth, while being able to go into detail when necessary to resolve critical operational situationsManagement of escalations and complex issues: Be the final escalation point for sensitive issues, representing the voice of the customer and Care member internallyCross-functional collaboration:

Work closely with other teams involved in the customer journey (Product, Tech, Sales, Customer Success, Ops, etc. ), lead cross-functional projects, and streamline cross-functional processes to ensure a consistent end-to-end customer experienceMonitoring and continuous improvement Monitor trends and innovations in Care, participate in the integration of AI into support processes, and lead continuous improvement projects in collaboration with Senior Care agents⭐️ What we are looking for :

Significant experience (minimum 4-5 years) as Head of Care/Support teams in multi markets, ideally in the SaaS and/or B2B sectorIn-depth understanding of business challenges, particularly in a SaaS and/or Finance environment (experience in fintech is a plus)Proven skills in leadership, project management, continuous improvement, team structuring, and scalingInterest, curiosity, or experience in integrating artificial intelligence into support processes, automation, or improving the customer experienceCulture of excellence and genuine sense of customer serviceAbility to drive performance through KPIs and dataProficiency in customer support tools (Intercom, Hubspot, Gainsight, etc.

)Analytical mind, rigor, organization, results-orientedNatural leadership, excellent interpersonal and communication skillsFluency in English (international environment)Why join us ? A strategic role with a high level of impact in a rapidly growing SaaS scale-upA supportive and demanding environment, where the customer's voice guides our actionsAn ambitious and harmonious Care team guided by mutual support, a desire to evolve, and a commitment to providing customers with the best possible supportThe opportunity to get involved in the development of our Hub in Lisbon, the central hub of our international operations and a place of constant exchange between local teams and headquarters, while collaborating daily with colleagues based across Europe🎁 What we offer :

A competitive base salary + performance bonus25 paid vacation days (+ national holidays)Daily lunch allowance + 100 % public transport pass reimbursementPrivate health insurance 100% covered by AgicapState-of-the-art work equipmentA key moment to join a fast-growing startup and contribute to the creation of our new international hub (opened in April 2023)A beautiful, modern office in the heart of Lisbon, right in one of Europe’s top rising tech hubsAn entrepreneurial, empowering work environment where autonomy meets team spirit – learn fast, take ownership, and grow together as we scale Agicap internationallyA fun, energetic team where we celebrate with regular after-work drinks on our rooftop, off-sites (last one:

surfing in Caparica), and an annual Global off-site with all Agicapians