Customer Care Specialist - Greater London - MakiPeople

Description

Overview

Hello, we're MakiPeople

MakiPeople is solving one of the biggest problems in HR: recruitment. In 2024, Maki experienced extraordinary growth of 300%, transforming hiring for industry leaders like H&M, BNP Paribas, PWC, Deloitte, Capgemini, FIFA, Clarins and many others, achieving 80% automation of screening and interviews, 3x faster time-to-hire and 20% lower turnover. Beginning 2025, we announced we raised a $28.6M Series A to revolutionize HR with conversational AI agents. Led by Blossom Capital, with participation from DST Global and existing investors Frst, GFC, and Picus Capital, this funding will fuel our geographical expansion and product development. Our mission is to give human resources more-than-human powers, blending human ingenuity with AI-driven intelligence. Our agents don't just assist—they do the work, enabling teams to focus on strategic priorities and drive meaningful organisational impact.

We are expanding our Customer Implementation team to ensure clients experience a seamless setup and a powerful start with our platform, joining a dedicated team focused on crafting exceptional implementation experiences. This is a chance to shape the future of recruitment and ensure the best possible experience for our clients and candidates with MakiPeople.

We're honoured you're considering joining us at MakiPeople and hope this opportunity inspires you to apply. We look forward to meeting you.

About The Customer Care Team

The Customer Care Team is at the core of our customer experience, helping recruiters and candidates succeed at every step. You'll collaborate closely with our other teams (tech, implementation & success teams) to ensure that our users receive fast, empathetic, and high-quality support. As a Customer Care Specialist, you'll also help enhance workflows, drive automation, and deploy AI-powered support solutions to make Maki's service more scalable and efficient.

Your missions

No two days will look the same. Your key missions will include:

• Handle and resolve complex tickets from our recruiter clients with empathy and precision.
• Lead escalations and support outsourced agents in addressing advanced cases.
• Maintain and optimize workflows, performing monthly audits to ensure reliability and efficiency.
• Drive automation projects, design, test, and improve Care workflows, and explore new AI opportunities.
• Lead the Help Center, maintaining consistent quality and brand voice across articles and translations (Portuguese, Spanish, English, French).
• Collaborate cross-functionally with Product, Ops, and AI teams to provide actionable insights and ensure customer feedback is integrated into our roadmap.
• Participate in discovery projects, including benchmarking AI tools, conducting feature analyses, and drafting recommendation reports.
• Monitor and analyze customer care data to identify trends, track key metrics (e.g., ticket volume evolution, touches per ticket, response times), and share actionable insights with the team.

Eventually, as one of the early employees of MakiPeople, you'll have the opportunity to shape the future of the team. We share ownership of our work and our product as we believe our success is 99% due to our amazing team.

Our ideal candidate

• Strong problem-solving and analytical mindset; comfortable with data-driven decision-making.
• Excellent communication skills (both written and spoken).
• Bilingual in English and French.
• Solid command of Excel / Google Sheets and familiarity with support tools (Intercom is a plus).
• A genuine passion for innovation, automation, and AI in customer experience (experience with AI-driven customer support tools is a plus).
• Proven experience in customer support, operations, or care project management.
• Familiarity with Notion, Slack, and knowledge base management.
• Previous exposure to HR tech or SaaS environments.
• Team-oriented, organized, and proactive.

A note on diversity at MakiPeople: if you don't meet every qualification, we still encourage you to apply. We are committed to building a diverse, inclusive, and authentic workplace.

Your progression with us

• Make a real impact with your contributions directly affecting the company's success.
• Enjoy opportunities for career growth in autonomy, problem-solving, process design, innovation, and client management.
• We support ambitious journeys toward more senior roles as opportunities emerge.
• Shape your path with flexible mobility opportunities tailored to your aspirations within the organisation.

Your benefits

• A competitive salary and generous equity packages
• A hybrid working policy
• A lunch card with a dedicated monthly budget
• Team socials (weekly lunch & drinks, quarterly MakiDays)
• WeWork offices located in the city center of London or Paris
• Healthcare insurance with 100% of the contribution covered for you and your family
• A supportive working environment

Join us at Maki

Our vision: Give human resources more-than-human powers.

Our mission: Build the conversational AI agent that liberates HR teams, advances organizations, and expands human potential.

Our values: Play to Win; Push the Boundaries; Trust is Earned; Embrace Intensity; Stronger together.

Our process together

We want to offer the best candidate experience possible by letting everyone apply, with the process lasting about three weeks from invitation to first step.

1. Step 1: A short assessment on Maki (~25 mins). This is an opportunity to explore our product and demonstrate fit, skills, and motivation (~25 mins).
2. Step 2: A call with your hiring manager (~40 mins).
3. Step 3: A call with a teammate (~40 mins).
4. Step 4: A business case (~45 mins).
5. Step 5: An informal meetup with your future team.
6. Step 6: Your offer, if we have a match.