Customer Success Manager (F/H)

About the company

Koala Interactive is a growing human-sized company in charge of Wyylde, the social network that allows for the exploration of the diversity of sexual practices within a secure framework. A leader in France since 2016, Wyylde totals more than 7 million registered users and 700,000 visits per day. Following the successful acquisition of NSF (Nuit Sans Folie) in 2020, and our expansion into Italy, Spain, and Germany, we are looking to strengthen our team with passionate talents to continue our international adventure.

Our values: Freedom, Respect, Responsibility. They are not just words, but the foundation of our corporate culture.

Your tasks

Role The Customer Success Manager is responsible for the performance and compliance of our entire support and moderation system, by managing both internal teams and our external service provider.

Your obsession: coaching and motivating your team on a daily basis to ensure user satisfaction, while guaranteeing that our moderation processes remain compliant with applicable regulatory requirements (Digital Services Act, Arcom).

You are also responsible for the continuous improvement of user request processing and content moderation processes.

Last but not least: you carry the voice of the customer through the organization, particularly to the Product team, to integrate user requests and suggestions into our roadmap.

Missions and Responsibilities

• Guarantee the quality of service provided by internal teams and our external service provider to satisfy our users
• Ensure the legal compliance of our moderation system regarding the Digital Services Act (DSA) and Arcom requirements: updating procedures, traceability of decisions, coordination with the Legal Department
• Supervise the escalation chain for requests and reports, especially complex, sensitive, or legally significant cases, and coordinate reports to competent authorities if necessary.
• Define, structure, and continuously improve support and moderation processes to support the growth and international development of Wyylde.
• Guarantee the operational performance of customer service (first response time, first contact resolution rate, resolution time) in 6 languages, with 24/7 coverage
• Conduct monthly reviews of the level of service quality delivered and lead the steering committee with our service provider
• Contribute to the deployment and achievement of set quality objectives, and ensure the monitoring of performance indicators (CSAT, SLAs, etc.)
• Build and share regular reporting on the voice of the customer to feed and challenge the Product roadmap pipe
• Write and maintain up-to-date support content (FAQ, knowledge base, predefined responses), ensuring consistency across the 6 covered languages
• Supervise daily operations and anticipate crisis situations
• Manage the team: set individual and collective objectives, support skill development, train teams, and participate in recruitment.
• Lead cross-functional projects in connection with the Product/IT teams

Requirements

Hard Skills

• Minimum 5 years of experience in Customer Care / Moderation, including at least 2 years in team management, ideally in a multilingual and 24/7 environment.
• Good understanding of the regulatory issues applicable to digital platforms (DSA, protection of minors, role of Arcom); initial experience coordinating with legal teams is a plus
• Experience managing external service providers (BPO): contractual monitoring, steering committees, quality indicators
• Mastery of support and moderation tools, and reporting tools (Excel, Google Sheets)
• Ability to build and maintain structured support content (FAQ, knowledge bases, response scripts)
• Excellent written and oral communication; comfortable speaking English for internal communication
• Rigor and ability to document processes

Soft Skills

• Leadership and ability to unite a team around common goals
• Composure and reactivity in crisis situations
• Rigor and attention to detail, especially on compliance matters
• Continuous improvement mindset
• Autonomy and sense of responsibility

What we offer

At Koala Interactive, you will have the opportunity to work in an environment that values your creativity and autonomy, while respecting your work-life balance thanks to remote work.

• Remote work: hybrid, with a balance between in-person and remote.
• Competitive compensation package with an annual performance bonus (10%).
• Swile card 60% covered by th...