Apprenti(e) en Gestion des Opérations et Support Client

Customer Success & Operations Apprentice

We are seeking a highly motivated Customer Success Operations Apprentice (starting September 2025) or intern (starting July 2025) to join our support team, Souryana and Marilyn. This internship/apprenticeship offers valuable hands-on experience in the fast-paced environment and the opportunity to contribute to support our team's ambitions: quality of our delivery, cost efficiency and growth.

Daily you will:

• Handle Support Inbounds: Respond to inquiries and requests from practitioners and members via email, phone, or CRM platform, providing timely and helpful assistance. You'll manage fee negotiations and handle questions about billing, availability, and more.
• Manage Practitioner Onboarding: Facilitate a fast, smooth onboarding process for new practitioners, ensuring all necessary documentation is completed and they have the information and resources to start working with moka.care as quickly as possible.
• Source New Practitioners: Actively search for and identify qualified practitioners to support our recruitment efforts, helping grow and strengthen our network to meet business needs.
• Check SLAs and Ensure Follow-Up: Monitor service level agreements (SLAs) for practitioner and member support, tracking response times and resolution rates, and proactively following up as needed to ensure compliance.
• Collective Session Management: Oversee the organization of a few collective sessions, ensuring that each session runs efficiently and effectively.
• Support Occasional Projects: Assist with ad-hoc projects and initiatives as assigned, such as coordinating the filming and editing of videos with practitioners or implementing process improvements to enhance operational efficiency.
• Internal Tools: Slack (communication), Notion (knowledge base), Google Drive, 1password (secure password tool), IMovie & PremierePro (video editing tools).

You're the ideal person if

• You have strong organizational abilities and can manage multiple tasks efficiently.
• With your solution-focused mindset, you are a proactive problem-solver excel at anticipating challenges and addressing them with a results-oriented approach.
• You are agile and thrive in a fast-paced environment. You can quickly adjust to changing priorities.
• You excel in both written and verbal communication in French and English, enabling effective interaction with team members and stakeholders.
• You have a customer-centric mindset. You prioritize the needs of practitioners and members, delivering exceptional support to enhance their experience.
• You are business-oriented. You are driven by helping moka's business to be successful and able to find the right balance between care and cost efficiency.

Joining us you will:

• Participate in an entrepreneurial fast-growing adventure and the possibility of having a huge potential for evolution inside moka.
• See the concrete impact of your efforts each day and participate in nurturing healthy minds to foster healthy organizations.
• Grow as a person and learn within a team of great people.
• Be trusted: we hire great talents who lead us to the next level.

We'll take care of you:

• Access to moka.care: selfcare, individual & group sessions, and the possibility to test the new features in preview.
• Work life balance: 60% at the office - 2 days per week or 1 week per month remotely.
• Swile Meal voucher card of 10€/day (restaurants, groceries and food app).
• Gymlib for sport & wellness allowance.

Interview process:

• Phone interview
• Background Interview
• A Case study and job focused interview to project yourself in your future day-to-day job
• And finally a Values fit interview to make sure you'll feel comfortable at moka
• Offer and reverse interview
• If needed we organize other informal talks like coffee with the team.