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Lucis is building the OS for human longevity, making preventive healthcare the default across Europe. As the Customer Care Team Lead, you will be the voice of Lucis members, owning their experience end-to-end while stabilizing operational metrics and building a world-class support team.
Day One Responsibilities:
You will start hands-on on the frontline, personally resolving member and lab partner inquiries via chat and phone with high-touch support. You'll become an expert power user of the internal OS, testing tools and advocating for improvements that boost operational efficiency. You'll design and implement proactive care initiatives to ensure member satisfaction remains best-in-class, and you'll own NPS metrics.
Post-Ramp Responsibilities:
As the team scales, you'll build, mentor, and lead a growing support team while writing core SOPs, escalation pathways, and training guides. You'll translate daily support interactions into structured insights that directly inform product roadmap decisions, acting as the critical bridge between members and product.
What Makes This Role Unique:
This is Lucis's first dedicated Customer Care Team Lead role, giving you the opportunity to shape support culture and processes from the ground up. You'll work in a fast-moving, early-stage healthtech environment where velocity and radical ownership are core values. The company is equipped with AI agents across all teams, and you have full autonomy to explore and automate workflows so you can focus on high-value work.
Culture & Environment:
Lucis operates from a Paris hub with a philosophy of rigor without ego, radical ownership, and velocity over perfection. They ship daily and value good decisions today over perfect ones next week. The team is mission-driven around preventive health and longevity.
Requirements:
- 2+ years in high-volume B2C customer care or support with a track record of mentoring peers and readiness to step into a first formal lead role
- Fluent in both English and French (written and spoken)
- Genuine warmth, high empathy, and enthusiasm in every interaction
- Phone-first instinct: default to personal calls for complex issues
- Exceptional attention to detail with zero tolerance for misquotes, incorrect details, or operational errors
Nice to Have:
- Prior experience in regulated industries (healthtech, fintech, or high-compliance consumer spaces)
- Startup mindset with comfort in early-stage environments, high autonomy, and rapid execution
- Practical experience using AI tools to streamline workflows and boost support efficiency
