Customer Care Supervisor [CDI]

Typology is the first skincare brand launched by Good Brands, an ambitious project to build a new generation of digital first consumer brands. Founded in 2019 by serial entrepreneur Ning Li, Typology became the #1 selling skincare brand online in France and operates also in Germany, the USA and Japan.

Reporting to the Customer Service Manager, the Supervisor supports the operational management of the team and ensures a high quality of customer interactions. Acting as a key point of contact on the ground, they embody rigor, empathy, and a solution-oriented mindset.

They actively contribute to the upskilling of agents and to the structuring and continuous improvement of service quality.

Main Responsibilities

1. Activity Management and Coordination\n\n

Ensure ticket allocation and a balanced workload across agents (backlog management).

Guarantee consistent application of procedures and alignment of daily practices.

Identify operational bottlenecks (ticket types, volumes, time slots, etc.) and propose optimization solutions.

Act as a smooth liaison between agents, the team lead, and the Customer Service Manager.

Optimize team scheduling and shift management.

Support the team during peak activity periods and contribute to ticket handling when needed.

2. Quality Monitoring and Continuous Improvement\n\n

Conduct weekly ticket audits to ensure tone of voice, writing quality, and response consistency.

Analyze low CSAT tickets and propose optimizations aimed at reducing team workload.

Identify individual and collective improvement areas (writing, understanding, handling sensitive situations).

Contribute to updating the knowledge base and macros.

Build quality reports and monitor key