Customer Care Officer

About the role

As a Customer Care Officer, you will play a key role in ensuring a smooth and reliable experience for both merchants and consumers using Alma. You will support users, resolve complex requests and contribute to improving our operational processes.

Responsibilities

• Handle complex requests from merchants and consumers via email and phone
• Guide users in the use of Alma’s payment solutions
• Provide clear and helpful responses while ensuring a high level of customer satisfaction
• Manage debt collection actions and follow up on payment delays
• Ensure smooth onboarding of new merchants and help them implement the Alma solution
• Monitor cases and ensure issues are resolved efficiently
• Identify recurring issues and share insights to improve processes and tools
• Contribute to quality reviews and operational improvements
• Support the onboarding and training of new team members as the team grows

Required skills

• Customer Operations
• French
• English

Nice to have

• Customer support

Qualifications

• First experience in customer support, operations or similar roles

Benefits

• Health insurance
• Meal vouchers
• Sustainable mobility package
• Choice of laptop
• Team events

About the Company

Alma builds Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly. The company serves 25,000+ active merchants and 10 million consumers.