Customer Experience Operations at Zefir

WHO WE ARE Zefir is building an AI autopilot for home sales in Europe, starting in France: an AI agent runs the entire sale and purchase journey end-to-end, orchestrating local brokers, portals, buyers, and documents. Backed by over $55 million from top-tier investors like Sequoia Capital, we're committed to accelerating life changes for millions of current and future European homeowners. 📌 YOUR MISSION At Zefir, we're not building a support team, we're building the infrastructure that makes homeowners feel like they're in expert hands from the moment they sign to the moment they hand over the keys. As Customer Experience Operations, you'll tear down a reactive, high-touch, human-heavy support experience and rebuild it as a proactive, self-serve-first, AI-powered operation, while improving the CSAT. That's the bar. You'll sit at the intersection of Customer Experience, Product, and Ops. Your job is to make sellers feel genuinely taken care of, make the team extremely efficient, and build systems that scale with volume, not headcount. If you look at a recurring problem and immediately start drafting the automation that kills it forever, we need to talk. ✅ WHAT YOU'LL OWN 1️⃣ OWN THE CUSTOMER EXPERIENCE END-TO-END - Architect the shift from reactive ticket resolution to a proactive, self-serve-first support experience. Fewer tickets. Faster answers. Higher CSAT. - Own the full seller journey post-signature: every touchpoint, every handoff, every moment where a customer could feel lost or left behind, you fix it. - Own CSAT as a north star. Sellers must feel informed, confident, and supported at every step. No exceptions. 2️⃣ BUILD THE MACHINE, AUTOMATION & TOOLING - Automate the resolution of 30%+ of tickets within 90 days. Not by deflecting, by actually solving problems before they become tickets. - Administer and continuously optimize the customer support stack: routing logic, response workflows, escalation paths. - Build and maintain a knowledge base that actually works, for customers, for agents, and for onboarding new team members fast. 3️⃣ BUILD THE COCKPIT — ANALYTICS & PRIORITIZATION - Build the dashboards the team actually needs: CSAT, FRT, FCR, ticket volume by category, self-serve rate, real-time, no guessing. - Identify the root causes of dissatisfaction, translate them into product and ops improvements, and close the feedback loop cross-functionally. - Drive prioritization through a tight OKR framework. You don't just report on metrics, you own them, you move them, you're accountable for them. 4️⃣ CONNECT THE DOTS — CROSS-FUNCTIONAL LEADERSHIP - Work closely with Product and Ops to turn recurring customer pain into systematic fixes, not patch jobs. - Support automation and AI initiatives that reduce low-value workload across the team. - Be the bridge between Customer Support and the rest of the company, no one should be guessing what's happening in support. 💜 YOU'RE THE PERFECT FIT IF YOU… - Have 3+ years running operations in a fast-moving environment, ideally in a high-growth startup where you had to build before you could optimize. - Are obsessed with impact, not activity. You measure yourself by what moved, not what you shipped. - See ambiguity as an invitation, not a blocker. You break messy, unstructured problems into clear action plans, fast. - Are genuinely autonomous on automation. You've built workflows, killed manual processes, and measured the leverage yourself. - Are deeply analytical: SQL, spreadsheets, dashboards, you don't wait for someone to pull the numbers, you go get them. - Know how to work across Product, Sales, and Ops without needing authority, you lead through clarity and trust. - Thrive in environments where ownership is real, no one tells you what to do next, and that's exactly how you like it. BENEFITS - Competitive salary: You can run your own simulation with our salary calculator [Upgrade to PRO to see link] - BSPCE (Stock Options): Available for everyone, with monthly vesting after year one, over a 4-year period. - Healthcare plan: Full coverage with Alan for team members, their partners, and children. - Office in Le Peletier, Paris (9th arrondissement): With flexible remote work options. - Swile meal card: €11 per worked day. - Swile mobility card: €42/month to support sustainable transportation (metro, carpooling, biking…). - Team events: Monthly Mixers to connect and share good times, and quarterly All Hands to celebrate wins across the company. OUR OPERATING PRINCIPLES 🏔️ Steep Mountains Are Steep: Setting ambitious goals and working hard to achieve them. 🌊 Ride Reality: Actively seeking challenges and thriving by adapting flexibly to changes. 🏀 Play for the Front of the Jersey: Prioritizing team success over individual recognition. APPLICATION & PROCESS We welcome applications from anyone, regardless of background, gender, sexual orientation, religion, age, or experience. Our team values authenticity and diverse perspectives. For all roles, our interview process emphasizes hands-on exercises, case studies, or discussions about specific examples of your previous work. We ensure objectives and expectations are clearly communicated at every step.