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Lucis is building the operating system for human longevity, making preventive healthcare the default across Europe. The company believes healthcare should be preventive rather than reactive, helping people add more healthy years to their lives.
As the first dedicated Customer Care Team Lead, you will own the member experience end-to-end and build and manage a world-class support team. You will stabilize operational metrics while supporting rapid member growth.
Key responsibilities include:
- Resolving member and lab partner inquiries via chat, email, and phone with warmth, precision, and urgency
- Making phone calls when situations require a human voice—delayed results, stressful moments, confused members
- Working hand-in-hand with the medical team and knowing when to escalate health questions appropriately
- Serving as the voice of the member by spotting recurring issues and turning them into structured feedback for product and operations teams
- Contributing to initiatives that improve member experience, such as rebuilding the Help Center, designing proactive care for lab delays, or automating repetitive workflows with AI
- Building and managing a support team to handle growing member volume
The role is based in Paris, with the company emphasizing in-person collaboration from their Paris hub. They offer relocation support for the right candidates and welcome missionaries who travel regularly to work in Paris.
The company culture emphasizes 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 with genuine warmth and empathy; ability to turn routine support into memorable experiences
- Exceptional attention to detail with zero tolerance for misquotes, wrong information, or operational errors
- Builder mindset: when something breaks twice, 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
