Customer success & community lead

Paris , le-de-France, France

Type: n/a

Category: Customer Service & Support

Requirements: English
Company: Stealth Startup
Region: Paris , le-de-France

Paris (Hybrid work) | Full-Time | Starting ASAP

ABOUT US

Were building the next-generation dating experience using AI to bring back dating as it once was: simple, human, magical.

Our app is live in Australia, showing incredible traction. The next step? Scaling globally.

Founded in Paris in 2023 by serial entrepreneurs including Ludovic Huraux (founder of Attractive World Shapr, early investor in Hugging Face) We raised 5M in pre-seed funding, backed by leading VC firms from Europe and the US.

YOUR MISSION

As Lead Operations Manager, youll be the owner of Operations from manual execution of Customer support tasks to process automation and ops strategic vision.

This role is for a builder. A hands-on operator who thrives in early-stage chaos, loves to automate processes, and is ambitious to structure a scalable ops machine that will power the next generation of dating.

In the first months, youll roll up your sleeves and dive into day-to-day operations, while progressively structuring and optimizing the systems and tools that will help us scale.

Long-term, this role could evolve into a Head of Operations position with a team under your lead and cross-functional impact across product, tech, and growth.

WHAT YOU''LL BE DOING

As Lead Operations Manager, youll own and scale all of our core operations.

Your mission: ensure our users have a seamless, intentional, and delightful experience from first contact to first date.

Your responsibilities will be structured across four key pillars:

1. Customer Operations

Youll be the backbone of our user experience, ensuring that every customer touchpoint reflects care, clarity, and quality.

• Respond to user inquiries through our contact channels (currently: email, appstore reviews, social media), with a high pace and tremendous empathy
• Define and continuously refine our tone of voice and communication guidelines for customer interactions
• Set and monitor clear KPIs around support quality, response time, and satisfaction
• Design and implement automation workflows to scale support (Zendesk, templates, help center, etc.)
• Identify recurring questions and pain points to inform product improvements
• Build the foundations of a support system that can scale to millions of users around the world

2. User moderation in-app community management

Youll ensure we stay a safe, trusted, and intentional space, starting from who we let in.

• Assist our current team with the user approval process (manual review and criteria alignment)
• Structure and automate moderation workflows to reduce manual overhead and response times
• Improve the waitlist and onboarding experience for new users to feel welcomed and guided
• Maintain the quality of the community by implementing checks and standards that protect safety and intent
• Define and evolve moderation guidelines that support diversity, inclusion, and user well-being

3. Venue Booking Relationship Management

Our app experience culminates in real-life dates. Youll be the orchestrator of the venue side of the magic.

• Curation: Maintain and grow a selective database of top-tier venues for our dates
• Partnerships: Build relationships respond to inquiries of our selected venue owners managers.
• Logistics: Streamline and automate the venue booking process to make date coordination fast and scalable.
• Collaborate with product tech to integrate venue systems and feedback loops into the app experience

4. Privacy Safety

Creating a trusted, respectful environment is at the heart of our mission.

• Monitor for suspicious activity or behaviors, and escalate when needed.
• Work closely with our moderation team to flag and resolve safety concerns quickly and empathetically.
• Implement safety-first practices for dates including venue reliability, support access, and user verification.

ABOUT YOU

The ideal profile would have 46 years of experience in operations and customer support, ideally in early-stage start-ups. We love people with an entrepreneurial mindset.

Must-Haves

• Hands-on, proactive, and 01 mindset
• Structured and process-oriented
• Comfortable with juggling strategy and execution
• Curious, flexible, and comfortable with ambiguity
• Empathetic you think about users, teammates, and partners with care
• Fluent in English

Nice-to-Haves

• Tech skills (coding, SQL, or basic scripting)
• Past experience in tech startups or marketplaces
• Passionate about AI and automation
• Native English speaker (ideal but not required)

WHAT''S IN IT FOR YOU?

• Play a pivotal role in a company with tremendous opp

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