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Lucis is building the OS for human longevity, making preventive health 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.
Day One responsibilities include hands-on frontline support: personally resolving member and lab partner inquiries via chat and phone with high-touch service. You will act as an expert power user of the internal OS, testing tools and advocating for improvements that boost operational efficiency. You will design and implement proactive care initiatives to ensure member satisfaction remains best-in-class, and own NPS metrics.
Post-ramp, you will scale the team by building, mentoring, and leading a growing support organization while writing core SOPs, escalation pathways, and training guides. You will translate daily support interactions into structured insights that directly inform product roadmap decisions, serving as the voice of clients across the organization.
The company operates from a Paris hub with a philosophy of radical ownership, velocity over perfection, and rigor without ego. They ship daily and believe the fastest way to build something exceptional is working side by side. AI is embedded across all teams—you will have carte blanche to explore and automate everything possible so you can 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 a first formal lead role
- Fluent in both English and French (written and spoken)
- Genuine warmth, high empathy, and enthusiasm; ability to turn routine support into remarkable member experiences
- Phone-first instinct: default to personal touch for complex issues
- Exceptional attention to detail with zero tolerance for misquotes, incorrect details, or operational errors
NICE TO HAVE:
- Prior background in healthtech, fintech, or another high-compliance consumer space
- Startup mindset with comfort in early-stage environments, high autonomy, rapid execution
- Practical experience using AI tools to streamline workflows and boost support efficiency
