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Training & Care Manager

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Description du poste

The Dreem Story

In 2014, two engineering students from the École Polytechnique made a discovery. Non-invasive brain stimulations, triggered at specific moments, can enhance the quality of deep sleep. With sleep being one of the biggest healthcare and societal issue of modern times, and sleep problems being poorly covered by existing solutions, they decided to start Dreem. Their mission? Solve the global sleep crisis by developing the first ever reference solution to bad sleep. A solution that is non-invasive, efficient and complete enough to cover every case. Dreem also has a scientific and technical goal- understanding sleep and the brain, in order to develop solutions that can significantly and positively improve our health, well-being and performances.

In the 4.5 years since its foundation, Dreem has filed 25 patents, developed 3 full iterations of the product, hired an international team of 80 experts, developed a research network of 25 laboratories and hospitals, helped thousands of people across the world to solve their sleep issues, and has collected the largest EEG repository in the history, by collecting more than 600,000 nights of data. Along the way, Dreem has raised more than $60M from Laurent Alexandre, Xavier Niel, MAIF, BPI and Johnson & Johnson - the world’s healthcare leader. Dreem has also hired 4 of the most renowned neuroscientists and sleep experts in the world, to support our scientific quest - Emmanuel Mignot (Director of Stanford Sleep Center), Christof Koch (CSO of the Allen Institute for Brain Science), Raphael Heinzer (Director of the CIRS of Lausanne) and Russell Foster (Director of the SCNI of Oxford).

Think of working at Dreem like embarking on a journey with a crew of adventurers. We are sleep pioneers, a team of experts fascinated by science, technology and design. But most importantly we are obsessed by our product and by helping our users. Our fields of expertise encompass sleep research, mechanical engineering, machine learning, electronic design, embedded systems and calculations, testing, ergonomics, development of proprietary applications and software, design, marketing and much more.

We’re interested in how neurotechnology and sleep science can positively impact people’s lives, right now. No matter how much other technologies improve our lives while we’re awake, if we continue to sleep poorly, there will always be a barrier to true health, happiness and performance. That’s why sleep is our sole focus for the next five years.

Everything we do will always be driven by people: us, and the people we help. That’s how we’ll succeed: With a shared history, shared values and one shared goal. The goal? Within five years, we’ll have created a sleep solution that is more effective than anything else on the market. One that can help in 100% of cases of bad sleep. One that becomes the global reference point for sleep solutions. One that will have solve 500 000 cased of bad sleep worldwide.

About the team

The customer care team guides our dreemers everyday as they seek to improve their sleep quality. Rather than just debugging and making sure that nothing’s going wrong everyday, our team helps users understand better not only our product, but also how sleep overall. We’re looking for an empathetic, hard-working and solution-oriented Training & Care Manager to join our force and create the best customer experience possible.

Your position

Attached to the Head of Customer Care, you will be the true gatekeeper of Dreem care service quality. Here’s what you’ll do:

  • Lead a high-performance Customer Care team, doubling down on training, coaching, and professional development to ensure team happiness and deliver delightful, world-class customer support
  • Create a sense of cohesion within people located in Paris, New York and remotely
  • Oversee the day-to-day operations of the Customer Care team to manage and resolve customer escalations, and holding the team accountable to achieving performance metrics and SLAs
  • Evaluate and experiment with workflows, scheduling, and procedures, constantly looking to strike the right balance between efficiency and the customer & team experience
  • Understand the top customer pain points and root causes, and introduce product, policy, and process improvements to enhance the customer experience

Profil recherché

  • 3+ years of experience leading a customer-facing team, optimizing processes and procedures, analyzing customer feedback, and implementing new ideas to enhance the customer experience
  • A strong experience in a help desk tool. Good knowledge of Zendesk and Intercom is a plus.
  • Strong empathy and communication skills, and the natural ability to build relationships and collaborate across teams. Very high quality in oral and written expression, in French and English