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Customer Care Supervisor

  • Paris, Île-de-France, France
Customer Care Representative

Job description


Established in 2016 by three siblings, the French maison Polène crafts a collection of leathergoods that blends minimalism and creative exploration to offer unique shapes and signatures achieved through excellent craftsmanship.

The leather, sourced exclusively from certified Italian and Spanish tanneries, is sculpted to create organic forms, folds, drapery effects, or weavings.

The manufacturing process is entrusted to our artisans in Ubrique, a city in Spain specializing in high-end leathergoods, which hosts all of Polène's production trades.

Since 2023, Polène has been expanding into a new realm of expression: jewelry. Thematic collections explore nature, from the undulations of the wind to the textures of rocks sculpted into the material.

Our documentary HORS CHAMP


Within the Customer Care Department, and under the direct responsibility of the Community Care Manager, you are responsible for formulating and supervising the responses provided by one to two Customer Care Representatives. Your duties as Customer Care Supervisor on western social media will be as follows:

  • Support, advise and guide clients throughout their purchasing journey.
  • Contribute daily to establishing a bond of trust with our customers.
  • Supervise one to two Customer Care Representative(s) in charge of reply to customers on our western social media accounts and online reviews platforms.
  • Provide advice and precise answers to customer requests through western social media (Instagram, Facebook, TikTok) and phone
  • Effectively resolve customer complaints, in direct contact with our carrier, our dispatch team and our workshop.

Job requirements


Naturally empathetic, you are committed to responding to the various demands of demanding customers.

  • You have at least one experience in team management.
  • You have a good understanding of luxury clients’ needs.
  • You are familiar with western social media and customer service.
  • You have a perfect command of both French and English (written and oral).
  • You have excellent writing skills in both languages.
  • You are motivated, reliable and rigorous.
  • The practice of another language is a plus.


  • A corporate culture that celebrates craftsmanship, expertise, and passion
  • Offices located in the heart of the 9th arrondissement of Paris.
  • Integration into new premises starting from October 2024, located rue du Louvre in the 2nd arrondissement. A total of 3500m² entirely dedicated to our employees.
  • A ClassPass subscription for sports and well-being. Privileged access to the maison’s exclusive sales.
  • Preferential rates for you and your loved ones throughout the year. 
  • A 60% coverage by the maison of ALAN health insurance.
  • Access to networks of nurseries such as ‘People and Baby’ and ‘Les Petits Chaperons Rouges’.
  • A SWILE restaurant voucher card with a face value of 10 euros, 50% covered by the maison.
  • Reimbursement of your transportation pass up to 50% or a Sustainable Mobility package of 40 euros per month.
  • Acquisition of 8 RTT (Working Time Reduction) and 25 days of annual leave.

Maison Polène is committed to diversity and inclusion within its teams.

  • Paris, France
Customer Care Representative


  • Paris, France
Customer Care Representative