Customer Care Assistant

About the role

Based in Bordeaux, you will join Eva’s team within the Customer Care department for a 1‑2 year apprenticeship at Pony, a company operating a fleet of 12,000 e‑bikes and scooters across Europe. You will be the frontline contact for users, handling their requests and ensuring their feedback reaches the product and tech teams.

Key responsibilities

• Handle incoming user requests via chat, email and phone, providing clear, prompt and empathetic responses.
• Analyse tickets to identify request types, root causes and quality of responses, and contribute to internal reporting.
• Review a sample of agent conversations using a quality checklist to drive continuous improvement.
• Conduct occasional user surveys or calls to gather feedback on features and share insights with product or tech teams.

Required profile

• Currently enrolled in a top business school or engineering school and seeking a 1‑2 year apprenticeship.
• Excellent written and spoken French; English proficiency is a strong plus.
• Strong communication skills and ability to work with cross‑functional teams.
• Customer‑focused mindset with a commitment to delivering high‑quality support.