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Lucis is building the operating system for human longevity, making preventive healthcare the default across Europe. As the first dedicated Customer Care Team Lead, you will own the member experience end-to-end, stabilize operational metrics, and build and manage a world-class support team.
You will be responsible for:
- Resolving member and lab partner inquiries via chat, email, and phone with warmth, precision, and urgency
- Making phone calls when situations demand a human voice—delayed results, stressful moments, confused members
- Working closely with the medical team and knowing when to escalate health questions rather than answer them yourself
- Capturing the voice of the member by spotting recurring issues and translating them into structured feedback for product and operations teams
- Contributing to member experience initiatives such as rebuilding the Help Center, designing proactive care workflows for lab delays, or automating repetitive processes with AI
You are passionate about the future of human health and want your work to help people stay healthy longer. You move quickly from idea to execution, take full ownership, and work best with talented people who share your values. You thrive in fast-moving environments, learn by doing, and view feedback as a tool for continuous improvement. You use AI naturally—the way others use a calculator—to go faster and think bigger.
The company operates from a Paris hub with a philosophy of working side-by-side to create something exceptional. They value rigor without ego, radical ownership with short feedback loops, and velocity over perfection, shipping daily and preferring good decisions today over perfect ones next week.
REQUIREMENTS:
- 1+ years of experience in B2C customer care, support, hospitality, or any role involving direct customer interaction. Strong recent graduates with relevant experience are welcome.
- Bilingual fluency in English and French (written and spoken)
- People-first energy: genuine warmth and empathy in every interaction, turning routine support into memorable experiences
- Rigorous precision: exceptional attention to detail with zero tolerance for misquotes, wrong information, or operational errors (in health, accuracy is care)
- Builder mindset: when something breaks twice, your instinct is to fix the root cause, not just the ticket
NICE TO HAVE:
- Experience with Intercom or similar support tools
- Experience using AI tools to automate work
- Startup mindset and comfort with high autonomy, rapid execution, and clear communication in early-stage environments
