Head of Care Lisboa

Head of Care
Lisboa
Lisboa, Lisboa, Portugal

Overview

WHO IS AGICAP?

Created in Lyon in 2016 by French entrepreneurs, Agicap is one of the fastest growing
- ups in Europe, with over 8000 customers, 550 employees and fast revenue growth (7x between 2021 and 2024). GP Bullhound has ranked us as the next most likely unicorn in Europe.

Agicap is part of the FT120, rewarding the most promising startups in France. We have raised €145M since our creation, with prestigious VC funds including AVP, Greenoaks, Partech and Black
Fin, with a last round in November 2024. These additional resources further fuel our product innovation, allowing us to grow significantly the team by welcoming new talents and accelerating our international expansion across Europe.

With our newest addition in Lisbon, opened in April 2023, we aim to build an international hub that represents all our markets. This hub will foster collaboration and innovation among Agicapians, focusing on our key business departments: Sales and Customer Success. We started with 5 employees and aim to grow to nearly 100 Agicapians by 2025. This hub is crucial for leading Agicap's growth journey, and we encourage all Agicapians to share their ideas on how we can make it a success.

Agicap allows CEOs and Finance teams of Mid-Market companies to efficiently manage and forecast their cash flow. Cash is King, and Agicap fundamentally reshapes the way companies manage one of their greatest pain points - Our innovative platform streamlines supplier payments and enhances cash collection processes, enabling businesses to thrive in a competitive landscape.

Our ambition is to become the global financial management solution for Mid-Market companies worldwide.

We believe our success comes from our highly passionate and dedicated teams, committed to building a company where people can grow and build their careers. We are looking for great talents, aiming for excellence and ready to join our ambitious adventure!

Your Mission

As Head of Care, you will be responsible for the Customer Care department (Support/Customer Service) at Agicap. Your main mission will be to guarantee an exceptional customer experience, ensure user satisfaction and loyalty, and make Care a lever for operational excellence and differentiation, supporting team members on an ambitious career path within Agicap.

Your Responsibilities include:

• Define the overall Customer Care strategy: Develop and implement the Customer Care strategy in line with the company's vision, with a strong focus on improving customer experience and satisfaction, while structuring an organization adapted to an international context.
• Implementation and monitoring of Care KPIs: Define, monitor, and analyze key performance indicators (CSAT at 95%, response time of less than 3 minutes/resolution, Upsell, IQS, etc. ), and propose areas for improvement.
• Management and development of international and
  - site teams: Manage a team of 20 to 30 employees (4 team leads and team members), spread across several countries (remote and
  - site). Support managers in developing their skills, ensuring commitment and cohesion both remotely and in person. Supervise and develop a team by supporting them in their career development at Agicap.
• Structuring and optimization of support operations: Optimize team organization (segmentation, support levels) and tool usage, promoting automation and
  - service. Analyze customer journeys, friction points, and support data; propose and manage action plans to continuously improve service quality and efficiency on Agicap's online chat. Be able to take a step back to define the vision, develop operational models, industrialize processes, and support growth, while being able to go into detail when necessary to resolve critical operational situations.
• Management of escalations and complex issues: Be the final escalation point for sensitive issues, representing the voice of the customer and Care member internally.
• Cross-functional collaboration: Work closely with other teams involved in the customer journey (Product, Tech, Sales, Customer Success, Ops, etc. ), lead
  - functional projects, and streamline
  - functional processes to ensure a consistent
  -
  - end customer experience.
• Monitoring and continuous improvement: Monitor trends and innovations in Care, participate in the integration of AI into support processes, and lead continuous improvement projects in collaboration with Senior Care agents.

What we are looking for

• Significant experience (minimum 4-5 years) as Head of Care/Support teams in multi markets, ideally in the Saa
  S and/or B2B sector.
• In-depth understanding of business challenges, particularly in a Saa
  S and/or Finance environment (experience in fintech is a plus).
• Proven skills in leadership, project management, continuous improvement, team structuring, and scaling.
• Interest, curiosity, or experience in integrating artificial intelligence into support processes, automation, or improving the customer experience.
• Culture of excellence and genuine sense of customer service.
• Ability to drive performance through KPIs and data.
• Proficiency in customer support tools (Intercom, Hubspot, Gainsight, etc. ).
• Analytical mind, rigor, organization,
  - oriented.
• Natural leadership, excellent interpersonal and communication skills.
• Fluency in English (international environment).

Why join us

• A strategic role with a high level of impact in a rapidly growing Saa
  S
  - up.
• A supportive and demanding environment, where the customer's voice guides our actions.
• An ambitious and harmonious Care team guided by mutual support, a desire to evolve, and a commitment to providing customers with the best possible support.
• The opportunity to get involved in the development of our Hub in Lisbon, the central hub of our international operations and a place of constant exchange between local teams and headquarters, while collaborating daily with colleagues based across Europe.

What we offer

• A competitive base salary + performance bonus
• 25 paid vacation days (+ national holidays)
• Daily lunch allowance + 100 % public transport pass reimbursement
• Private health insurance 100% covered by Agicap
• State-of-the-art work equipment
• A key moment to join a
  - growing startup and contribute to the creation of our new international hub (opened in April 2023)
• A beautiful, modern office in the heart of Lisbon, right in one of Europe’s top rising tech hubs
• An entrepreneurial, empowering work environment where autonomy meets team spirit – learn fast, take ownership, and grow together as we scale Agicap internationally
• A fun, energetic team where we celebrate with regular
  - work drinks on our rooftop,
  - sites (last one: surfing in Caparica), and an annual Global
  - site with all Agicapians