Customer Care Team Lead

Lucis is building the OS for human longevity to make preventive health the default for every human in Europe. The Customer Care Team Lead will be the voice of Lucis clients, supporting members throughout their health journey and owning member happiness end to end. As the company hires its first dedicated Customer Care Team Lead, the role combines hands-on frontline support in the first days with building and managing a world-class support team. The team works together from the Paris hub.

Responsibilities

Personally resolve member and lab partner inquiries via chat and phone; Act as expert power user, testing the internal OS and advocating for tool improvements; Design proactive care initiatives to keep member satisfaction best-in-class (NPS); Build, mentor, and lead a growing support team; Write core SOPs, escalation pathways, and training guides; Turn daily support interactions into structured insights that inform product roadmap decisions; Own the member experience end-to-end and stabilize operational metrics

Requirements

2+ years in high-volume B2C customer care or support; Track record of mentoring peers; Readiness to step into a first formal lead role; Fluent in English and French (written and spoken); Genuine warmth, high empathy, and enthusiasm in every interaction; Default to picking up the phone when a complex issue calls for a personal touch; 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 where accuracy is critical; Startup mindset: thrives in early-stage environments with high autonomy, rapid execution, and clear communication; Practical experience using AI tools to streamline workflows and boost support efficiency

Benefits

Open to relocation support for the right individuals