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Lucis is building the operating system 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 building and managing a world-class support team.
In your first phase, you will deliver hands-on frontline support, personally resolving member and lab partner inquiries via chat and phone. You'll become an expert power user of the internal OS, testing tools and advocating for improvements that boost operational efficiency. You'll design proactive care initiatives to maintain best-in-class NPS and member satisfaction.
As you ramp, you'll transition to team scaling and process building. You'll hire, mentor, and lead a growing support team while establishing core SOPs, escalation pathways, and training guides. You'll transform daily support interactions into structured insights that directly inform product roadmap decisions, creating a tight feedback loop between customer care and product development.
Lucis operates from its Paris hub with a philosophy of radical ownership, rigor without ego, and velocity over perfection. The company ships daily and values good decisions today over perfect ones next week. AI is embedded across all teams—you'll have carte blanche to explore and automate everything possible, freeing you to focus on high-value work.
REQUIREMENTS:
- 2+ years in high-volume B2C customer care or support with a track record of mentoring peers and readiness to step into your 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 touch for complex issues
- Exceptional attention to detail with zero tolerance for 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
