Customer Care Team Lead

Job description

Making preventive health the default for every human in Europe The mission At Lucis , we believe healthcare should be preventive, not reactive. We’re building the OS for human longevity to help people add more healthy years to their lives. You can read more about who we are and how we work here . The role Health is complex, personal, and deeply important to our members. As the voice of Lucis clients, you support them throughout their health journey and own member happiness end to end. With rapid member growth, we are hiring our first dedicated Customer Care Team Lead . You will own the member experience end-to-end, stabilize our operational metrics, and build and manage a world-class support team. What you will own Day One: Hands-On Frontline Support Frontline Excellence: Personally resolve member and lab partner inquiries via chat and phone, delivering high-touch support from day one. Internal Product Mastery: Act as our expert power user, testing our internal OS and advocating for tool improvements that boost operational efficiency. NPS & Proactive Care: Design proactive care initiatives to ensure member satisfaction remains consistently best-in-class. Post-Ramp: Team Scale & Process Team Scaling & Playbooks: Build, mentor, and lead a growing support team while writing our core SOPs, escalation pathways, and training guides. Cross-Functional Feedback: Turn daily support interactions into structured insights that directly inform product roadmap decisions. About you You’re passionate about the future of human health and want your work to help people stay healthy for longer. You move quickly from idea to execution, take full ownership of what you build, and work best with talented people who care as much as you do. You thrive in fast‑moving environments, learn by doing, and value feedback as a way to continuously improve. You use AI the way others use a calculator: naturally, to go faster and think bigger. You’ll fit in well if Experience: 2+ years in high-volume B2C customer care or support, with a track record of mentoring peers and a readiness to step into your first formal lead role. Bilingual Skills: Fluent in both English and French (written and spoken). People-First Energy: You bring genuine warmth, high empathy, and enthusiasm to every interaction, turning routine support into remarkable member experiences. Phone-First Instinct: You default to pickin…