ABOUT THE POSITION

Since Alma’s launch in 2018, our growth has been exponential: every month, dozens of new merchants install our solution and thousands of new customers use Alma for the first time. This growth implies a high operational workload that continuously needs to be processed and improved.

The Operations team is responsible for setting up, managing, and analyzing our processes to provide merchants and consumers with the best user experience.

In other words, this means:

• Provide consumer and merchant support: we are there to assist them in using Alma, and their feedback allows us to improve the product;
• Manage debt collection actions from A to Z: our role is to minimise the default rate of our loans, in order to guarantee the company’s margin.
• Ensure consumer and merchant compliance and risk processing : we are the front line to protect Alma against regulatory and other risks via rigorous guidelines for both our customers and merchants
• Be a process catalyst: we help other teams at Alma scale their processes.

We are offering you a role at the heart of Alma's operational reactor.

As an Operations Expert, your impact on the business will be immediate and tangible: your actions builds a positive merchant experience on a daily basis, and from a more pragmatic point of view, improve our TPV growth and operating margin.

Working in the Merchant Operations pole with our Operations managers (Merchant Operations Lead, Head of Operations France and Team Leads), you will have the following responsibilities:

• Become the operational expert on merchant onboarding, retail training, and activation topics and Salesforce tool owner for the Merchant Activation team;
• Collaborate closely with subject matter experts in the departments : Merchant Care , Sales, Account Management, Revenue Operations, Marketing
• Design and improve onboarding and activation processes executed by our experts and agents in collaboration with internal stakeholders ;
• Help our production teams on their day-to-day challenges to make sure that we execute and respond to internal and external needs quickly, efficiently, and accurately;
• Build training and coaching tracks and deliver to our new agents and help them ramp up during their first weeks at Alma;
• Provide structured feedback to our product team in order to help them improve Alma’s services based on the merchant or internal pain points that you have identified.
• Measure and improve the efficiency of these processes, both from a quality and cost efficiency perspective;
• Create and run small to large project plans to address improvements and new initiatives autonomously, and large or long term projects with your manager
• Support other topics across the merchant lifecycle, including retention, churn, and offboarding phases with the Merchant Care scope

ABOUT YOU

Alma is the right fit for you if you are:

• Customer-centric and Helpful: You exceed customer expectations, listen empathetically, and enjoy assisting others.
• Autonomous, Resourceful, and Solution-Oriented: You independently solve problems and recover quickly from setbacks.
• Rigorous, Organized, and Reliable: You work methodically, ensure tasks are completed, and maintain high-quality standards.
• Strong Communication and Analytical Skills: You communicate clearly, analyze KPIs, and use data to inform decisions.
• Tech-Savvy with a Start-up Attitude: You are familiar with CRM tools, creative, fast-learning, and eager to experiment.
• You have at least a first experience in a similar role (onboarding, B2B support, commercial roles in banking, insurance, e-commerce, payments, start-up, retail or fintech with 5+ years of experience
• You have a good level of English and French (B2 minimum for both languages)

If you want to join a very fast-growing company and you tick (most) all of these boxes, Alma could be a great place for you !

ABOUT THE RECRUITMENT PROCESS

• A first video call with a member of our People team
• A video call with Maureen, Operations Lead
• A take-home case study
• A debrief session of the case-study
• A team fit