Alternance - Customer Care Manager - profil Métier

Daisy est le premier SaaS vertical dédié aux ateliers créatifs et artistiques. Notre mission : Donner aux ateliers créatifs les outils pour reprendre le contrôle sur leur activité et se concentrer sur l’essentiel : créer et transmettre.

Notre objectif : devenir la solution métier n°1 en Europe.

Tu cherches une expérience avec de vraies responsabilités, au contact direct de clients et au cœur du produit ? Chez Daisy, tu vas combiner tes compétences techniques, ta rigueur opérationnelle et ton sens du service pour devenir un point central de notre équipe. Tu travailleras sur des problématiques concrètes à fort impact, en étant à la fois celui ou celle qui onboarde techniquement nos clients et le point de contact du quotidien pour toutes leurs questions et petits blocages.

Tu seras responsable de trois piliers essentiels au bon fonctionnement de Daisy : tu prends en main des sujets qui ont un impact direct sur l'expérience de nos clients artisans.

Ce poste est fait pour toi si tu viens d'un univers Sales, Business Dev ou Customer Success et que tu veux acquérir de vraies compétences techniques, ou si tu viens d'un univers technique/data et que tu aimes le contact client. Ce qui compte, c'est la combinaison des deux.

Responsibilities

• Takes the first point of contact for clients in difficulty and resolves issues directly, not just transfer tickets.
• Manages incoming requests via Intercom and diagnoses each situation.
• Intervenes on simple issues such as modifying database slots, correcting imports, or adjusting configuration.
• Documents diagnostics for complex issues and routes them to the Technical team or Customer Success.
• Builds and expands a list of technical intervention typologies that can be resolved autonomously.
• Conducts technical onboarding sessions with each new studio.
• Imports existing data and ensures no reservations are missed.
• Integrates Daisy on the client’s site and configures connections with partner platforms.
• Ensures the client is 100% operational at the end of the call.
• Serves as the internal reference on product functionality, edge cases, and expected behaviors.
• Creates and continuously updates FAQ articles to reduce incoming ticket volume.
• Identifies recurring patterns in support requests and proposes product or documentation improvements.
• Collaborates with the Product Manager to populate Intercom Product Tours and onboarding checklists.

Qualifications

• Able to work alternating schedules of 3 days/2 days or 4 days/1 day to maintain client support continuity.
• Background in Sales, Business Development, Customer Success, or technical/data with strong client‑contact focus.
• Comfortable manipulating data, imports/exports, and databases.
• Excellent oral and written communication, adapting tone to the interlocutor.
• Responsive and proactive; does not let problems linger and anticipates client needs.
• Resourceful; finds solutions without waiting for guidance.
• Meticulous in follow‑up and documentation to ensure processes are reproducible and traceable.
• Either strong data skills (CSV, imports/exports, databases) or strong motivation to acquire these quickly.

Nice to have

• Experience with Supabase, Notion, Intercom, or no‑code/automation tools such as Zapier or Make.
• Interest in creative sectors or artisan domains.

What You’ll Learn

• Master the SaaS product in depth and become the internal reference for its operation.
• Manage client data rigorously, including imports, corrections, and reconciliation between platforms.
• Conduct technical client calls and develop a sharp diagnostic skill.
• Co‑create and evolve structured processes for a scaling B2B SaaS.

Benefits

• Immediate responsibilities starting from day one.
• Direct contact with Charlotte, co‑founder responsible for operations.
• Fast‑growing startup with ambitious goals – potential for future advancement.