Customer Care Officer

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At Alma, we believe that commerce should be balanced and sustainable.

Our mission is to put finance back where it belongs: at the service of merchants and consumers.

We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.

Today:

• 25,000+ active merchants
• 10 million consumers served
• 4.8/5 on Trustpilot

Our team has grown from 2 to more than 350 people and we continue to expand across Europe.

About the role

As a Customer Care Officer, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma.

You will support users, resolve complex requests and contribute to improving our operational processes.

This role is based in Lille, with 2 days of remote work per week.

Occasional weekend shifts may be required (approximately twice per quarter).

Your main

Responsabilidades

Customer & merchant support

• Handle complex requests from merchants and consumers via email and phone
• Guide users in the use of Alma’s payment solutions
• Provide clear and helpful responses while ensuring a high level of customer satisfaction

Operations & process management

• Manage debt collection actions and follow up on payment delays
• Ensure smooth onboarding of new merchants and help them implement the Alma solution
• Monitor cases and ensure issues are resolved efficiently

Continuous improvement

• Identify recurring issues and share insights to improve processes and tools
• Contribute to qual...