About the role
Who We Are Zefir is building an AI autopilot for home sales in Europe, starting in France: an AI agent runs the entire sale and purchase journey end-to-end, orchestrating local brokers, portals, buyers, and documents. Backed by over $55 million from top-tier investors like Sequoia Capital, we're committed to accelerating life changes for millions of current and future European homeowners. 📌 Your Mission At Zefir, we're not building a support team, we're building the infrastructure that makes homeowners feel like they're in expert hands from the moment they sign to the moment they hand over the keys. As Customer Experience Operations , you'll tear down a reactive, high-touch, human-heavy support experience and rebuild it as a proactive, self-serve-first, AI-powered operation, while improving the CSAT. That's the bar. You'll sit at the intersection of Customer Experience, Product, and Ops. Your job is to make sellers feel genuinely taken care of, make
the team extremely efficient, and build systems that scale with volume, not headcount. If you look at a recurring problem and immediately start drafting the automation that kills it forever, we need to talk. ✅
What You'll Own 1️⃣ Own the customer experience end-to-end Architect the shift from reactive ticket resolution to a proactive, self-serve-first support experience. Fewer tickets. Faster answers. Higher CSAT. Own the full seller journey post-signature: every touchpoint, every handoff, every moment where a customer could feel lost or left behind, you fix it. Own CSAT as a north star. Sellers must feel informed, confident, and supported at every step. No exceptions. 2️⃣ Build the machine, automation & tooling Automate the resolution of 30%+ of tickets within 90 days. Not by deflecting, by actually solving problems before they become tickets. Administer and continuously optimize the customer support stack: routing logic, response workflows, escalation paths. Build and maintain a knowledge base that actually works, for customers, for agents, and for onboarding new team members fast. 3️⃣ Build the cockpit — analytics & prioritization Build the dashboards