Customer Care Operations

🏠 What Do We Do? Born in 2021 from the desire to make cities less polluted and quieter, Electra is helping to shift usage towards electric mobility by tackling the main barrier: charging. Electra is constantly innovating to make electric vehicle charging easier , with a network of fast charging stations (20 minutes on average) and a maximally simplified user experience. Based in Paris, Lyon, Bordeau, Nantes, Brussels, Madrid, Zurich, Vienna, Munich, Milan and Amsterdam, Electra's teams aim to deploy a network of 15,000 fast charging points by 2030 , proud to contribute to the energy transition in Europe. In 5 years, we have: Deployed +700 stations and over 2000 fast-charging points Secured thousands of stations to establish Electra as a leader in the European market Opened several offices in France and Europe Raised over €1 billion in equity and debt financing from renowned investors and institutions Joined the French Tech Next 40 and won the European Scale-up of the Year 2024 award Assembled a team of over +250 talents… and this is just the beginning! 🧳 Your Mission You will be the operational engine behind Electra's Customer Care performance. Your mission: turn a fast-growing, high-volume operation into a scalable, data-driven, AI-powered machine, where agents are efficient, customers find answers autonomously, and every process is built to absorb growth without breaking. You sit at the intersection of Ops, AI, and Knowledge, and you own the performance of all three. 🦸🦸‍♀️ Your Key responsibilities You'll combine content excellence, enablement, and data-driven iteration to scale self-serve and agent productivity across our fast-growing European network. 1. Drive AI & Self-Serve Performance This is the core of your role. You own the performance of our AI interactions end-to-end. KPI Ownership: Track, analyze, and report on key metrics: Deflection Rate, AI CSAT, and Resolution Accuracy. You are accountable for their progression. Gap Analysis: When the AI fails, you find out why. You identify root causes, content gap, bad prompting, outdated data, routing issue, and you fix them. Continuous Improvement: Build loops to constantly refine the system. You run A/B tests on answers and configurations, analyze failed queries and handoff triggers, and turn insights into concrete improvements. Automation : Identify automation opportunities that reduce friction in the contact lifecycle, routing, tagging, escalation triggers: to improve AI containment and agent efficiency. 2. Architect the Knowledge Ecosystem (System & Strategy) Knowledge is the fuel that powers agents and AI alike. Shift from "writing" to "structuring ": Design a scalable information architecture (taxonomy, tagging, metadata) that allows instant retrieval of information by humans and machines. Build the Single Source of Truth: Audit and restructure our current tools (Notion, Intercom, Slack) into a cohesive ecosystem. Ensure data flows efficiently from Product/Tech to Customer Ops without bottlenecks. Operational readiness: Translate product and feature releases into KB updates, agent briefings, and AI configuration changes, before anything goes live. You ensure no launch creates a blind spot in the system. Quality assessment : Implement quality indicators and governance standards for accuracy, freshness, and findability, to identify knowledge gaps and address them. Governance : Who updates what, when, and how - with clear ownership, SLAs, and quality standards. You set the rules to keep the knowledge base alive and accurate. AI-optimized content: Structure articles specifically for RAG retrieval, clean metadata, unambiguous phrasing, consistent formatting. You understand that how content is written directly impacts AI response quality. 3. Enable Teams & Partner Cross-Functionally Playbooks over prose: Build logical troubleshooting guides and decision trees that allow BPO agents and new hires to solve complex issues autonomously, without escalating or losing time se...