{"id":827584,"url":"https://alion.io/job/lucis-customer-care-team-lead","title":"Customer Care Team Lead","company":{"id":678951,"name":"Lucis","domain":"lucis.life","url":"https://alion.io/company/lucis","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":70,"open_postings":10,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Paris, France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":85000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":60},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-09-11T17:47:54Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-27T16:47:39Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":45},"description":"Making preventive health the default for every human in Europe\nThe mission\nAt Lucis, we believe healthcare should be preventive, not reactive. We’re building the OS for human longevity to help people add more healthy years to their lives. You can read more about who we are and how we work here.\nThe role\nHealth is complex, personal, and deeply important to our members. As the voice of Lucis clients, you support them throughout their health journey and own member happiness end to end.\nWith rapid member growth, we are hiring our first dedicated Customer Care Team Lead. You will own the member experience end-to-end, stabilize our operational metrics, and build and manage a world-class support team.\nWhat you will own\nDay One: Hands-On Frontline Support\nFrontline Excellence: Personally resolve member and lab partner inquiries via chat and phone, delivering high-touch support from day one.\n\nInternal Product Mastery: Act as our expert power user, testing our internal OS and advocating for tool improvements that boost operational efficiency.\n\nNPS & Proactive Care: Design proactive care initiatives to ensure member satisfaction remains consistently best-in-class.\n\nPost-Ramp: Team Scale & Process\nTeam Scaling & Playbooks: Build, mentor, and lead a growing support team while writing our core SOPs, escalation pathways, and training guides.\n\nCross-Functional Feedback: Turn daily support interactions into structured insights that directly inform product roadmap decisions.\n\nAbout you\nYou’re passionate about the future of human health and want your work to help people stay healthy for longer. You move quickly from idea to execution, take full ownership of what you build, and work best with talented people who care as much as you do.\nYou thrive in fast-moving environments, learn by doing, and value feedback as a way to continuously improve. You use AI the way others use a calculator: naturally, to go faster and think bigger.\nYou’ll fit in well if\nExperience: 2+ years in high-volume B2C customer care or support, with a track record of mentoring peers and a readiness to step into your first formal lead role.\n\nBilingual Skills: Fluent in both English and French (written and spoken).\n\nPeople-First Energy: You bring genuine warmth, high empathy, and enthusiasm to every interaction, turning routine support into remarkable member experiences.\n\nPhone-First Instinct: You default to picking up the phone whenever a complex issue calls for a personal touch.\n\nRigorous Precision: Exceptional attention to detail with zero tolerance for misquotes, incorrect details, or operational errors.\n\nNice to have\nRegulated Industry Experience: Prior background in healthtech, fintech, or another high-compliance consumer space where accuracy is critical.\n\nStartup Mindset: Thrives in early-stage environments with high autonomy, rapid execution, and clear communication.\n\nModern Tooling: Practical experience using AI tools to streamline workflows and boost support efficiency.\n\nThe process\nIntro call, culture & role fit (20 min)\n\nCase study interview (30-60 min)\n\nDeep dive and team chat, on-site (2 hours)\n\nReference calls\n\nHow we work\nWe work together from our Paris hub. We’re passionate about what we’re building and believe the fastest way to create something exceptional is side by side. We’re open to relocation support for the right individuals, and we welcome missionaries who travel to work with us in Paris on a regular basis.\nRigor without ego: Audits, science, and code all deserve the same high bar.\n\nRadical ownership: Feedback loops are short; everyone contributes to building the best version of Lucis.\n\nVelocity over perfection: We ship daily and prefer a good decision today over a perfect one next week.\n\nAt Lucis, AI isn't just our product, it's our engine. 100% of our teams are equipped with the best AI agents. 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