Care & Integration Engineers Ops

Created in Lyon in 2016 by French entrepreneurs, Agicap is one of the fastest growing scale-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 BlackFin, 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!

July 2019 : 10

July 2020 : ~50

July 2021 : ~200

July 2024 : +500

Reporting directly to the VP of Operations, you will play a key role in Agicap’s journey to exceed €100M in ARR over the coming years.

The CS Care & Integration Engineer Ops will be a key builder within the CS Operations team, responsible for designing, implementing, and maintaining world-class, scalable processes specifically within Customer Care and the Integration phase of the customer lifecycle. This role focuses on ensuring process quality and efficiency in these key areas, aiming to improve customer satisfaction, decrease contact rates, and contribute to the overall goal of increasing efficiency and maximizing Revenue per FTE.

This role is accountable for the Care and Integration processes and will:

- Build, maintain, and evaluate the quality and efficiency of the Integration and Customer Care processes.

- Map and standardize all critical workflows, designing clear playbooks for:

- The Data Integration phase of the customer journey.

- The full Customer Care workflow, including issue tracking, resolution, and follow-up.

- Handoffs leading into or out of the Care team (e.g., Account Mgmt. → Care)

- Define and set Turnaround Times (TAT) and Service Level Agreements (SLA) for Integration completion and Care response/resolution/satisfaction.

- Ensure Care and Integration processes are global standards, while allowing for necessary country-specific compliance and localization.

- Conduct Bottleneck Analysis using tools like Gainsight CTAs to track the Integration process and identify where it stalls.

- Lead Root-cause Analysis, utilizing customer data (e.g., from Intercom) to track customer issues and identify opportunities to improve customer satisfaction and decrease contact rate (highly relevant to Customer Care).

- Contribute to the CS OKR of reducing manual work and increasing overall Revenue per FTE through automation of Integration and Care-related workflows.

- Seniority: 3–5 years of professional experience, with a focus on process improvement, operational excellence, or customer support operations.

- Focus: Strong experience in Customer Success Operations (CS Ops) or Revenue Operations (RevOps).

- Project Management: Demonstrated capability in cross-functional program management.

- Domain Alignment: Proven familiarity with complex data integration and Customer Care projects, including technical setup and key performance indicator (KPI) definition.

- System Architecture: Capable of fulfilling the responsibilities of a "Systems Architect" persona, showing strong capabilities in process mapping and tooling architecture to optimize workflows and ensure scalability.

- Automation: Demonstrated focus and ability to leverage automations within operational processes.

Data & BI: Strong data analysis skills, including KPI analysis.

- Tools: Proficient with Business Intelligence (BI) tools (e.g., Looker, Tableau), CRM tools (e.g., Intercom, Zendesk, Gainsight), and advanced use of Excel.

- Ability to adapt quickly to a fast-scaling and changing environment.

- Execution: A 'doer' mindset, excited by getting things done and driving change on a daily basis.

- Communication: Excellent oral and written communication skills.

- Language: Fluent English required for global standardization.