Customer Care Officer

About Alma

• At Alma, we believe that commerce should be balanced and sustainable.
• Our mission is to put finance back where it belongs: at the service of merchants and consumers.
• We build Buy Now Pay Later solutions that help merchants increase sales while enabling consumers to manage their budget responsibly.

Today

• 25,000+ active merchants
• 10 million consumers served
• 4.8/5 on Trustpilot
• Our team has grown from 2 to more than 350 people and we continue to expand across Europe.
• 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.
• This role is based in Lille, with 2 days of remote work per week.
• Occasional weekend shifts may be required (approximately twice per quarter).

Your main responsibilities will include

• Customer & merchant support
• 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
• Operations & process management
• 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
• Continuous improvement
• 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
• About you

You would be a great fit if you

• Have strong written and verbal communication skills in French and English
• Are customer-oriented, empathetic and solution-driven
• Are organized and rigorous in your work
• Are autonomous and resourceful when solving problems
• Are comfortable working in a fast-growing environment
• A first experience in customer support, operations or similar roles is a plus.
• Why join Alma
• Offices in Paris (10th arrondissement) and Lille – Euratechnologies
• Health insurance fully covered for you and your family
• Meal vouchers (Swile)
• Sustainable mobility package
• Choice of laptop (Mac or Windows)
• Regular team events and internal talks
• Recruitment process

The process includes

• Introductory interview with Talent Acquisition
• Online test

Interview with the Team Lead or Operations Manager

Team fit discussion with members of the Operation teams