SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Lucis is building the OS 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-first decisions 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 ops teams
- Contributing to member experience initiatives such as rebuilding the Help Center, designing proactive care for lab delays, or automating repetitive workflows with AI
You thrive in fast-moving environments, learn by doing, take full ownership, and work best with talented people who care deeply. You use AI naturally to go faster and think bigger. The company operates from its Paris hub with a philosophy of working side-by-side, emphasizing rigor without ego, radical ownership, and velocity over perfection.
REQUIREMENTS:
- 1+ years of experience in B2C customer care, support, hospitality, or direct customer-facing roles (strong recent graduates with relevant experience welcome)
- Fluent in both English and French, written and spoken
- Genuine warmth and empathy in every interaction; 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, 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
