---
title: 'CX Performance Specialist at Swile'
canonical: 'https://feeny.ai/job/cx-performance-specialist-swile-montpellier-91p5x9mcznxy'
type: 'job'
last_seen: '2026-09-09'
---

# CX Performance Specialist at Swile

- **Company:** Swile
- **Location:** Montpellier, France
- **Work type:** onsite
- **Posted:** 2026-09-08
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.lever.co/swile/825e2b4e-dff9-4a91-97a6-262e417bcddc

## Job description

Le poste consiste à devenir le référent technique de l’équipe CX Performance. La personne assure le bon fonctionnement quotidien des outils CX, améliore la performance opérationnelle grâce à la donnée, et développe des automatisations et usages de l’IA pour faire gagner du temps aux équipes et fiabiliser les opérations. 🤩 Principales missions :

1. Assurer le run et le support des outils CX Résoudre les incidents de niveau 1 et 2 sur les outils CX. Administrer les accès, rôles, licences, groupes, macros, vues, formulaires et règles de routage. Paramétrer les outils de qualité, notamment Zendesk QA. Accompagner l’onboarding et l’offboarding technique. Adapter les outils aux besoins opérationnels et maintenir une documentation fiable.
2. Piloter la donnée et la performance Produire et fiabiliser les reportings opérationnels. Exploiter les données de qualité et de satisfaction client, notamment le CSAT. Identifier les tendances, écarts et leviers d’amélioration. Garantir la cohérence des définitions et des sources de données. Mesurer l’impact des nouveaux outils, process et automatisations.
3. Développer l’automatisation et l’IA Concevoir et améliorer des assistants internes basés sur des LLM. Automatiser les tâches et contrôles grâce aux triggers, workflows et outils no-code. Contribuer à l’automatisation de l’évaluation de la qualité. Connecter les outils CX, CRM, back-office et communication via API, webhooks ou iPaaS. Former les équipes aux bonnes pratiques d’automatisation, de prompting et d’utilisation de l’IA.

☀️ Profil recherché 1 à 3 ans d’expérience en Ops, Support IT ou dans un rôle hybride Tech/Métier. Bonne maîtrise d’un outil de ticketing, idéalement Zendesk, une expérience de Zendesk QA ou d’un outil de Quality Management est un plus. Solide logique technique et appétence pour l’automatisation : Make, Zapier, n8n ou outils équivalents. Compréhension des intégrations : API, webhooks et workflows. À l’aise avec l’analyse de données opérationnelles et la création de reportings simples, fiables et actionnables. Autonomie, rigueur et sens de la documentation : tu laisses toujours un système propre derrière toi. Capacité à travailler avec des équipes métier, des équipes techniques et des partenaires externes. Un intérêt marqué ou une première expérience en IA générative / LLM constitue un plus, tout comme le fait d’avoir déjà construit des workflows automatisés, des assistants IA ou des reportings de performance en contexte professionnel.

💅🏻 Notre process de recrutement : Le process se compose de 4 étapes, qui ont toutes un objectif distinct. Tu seras accompagné.e tout au long de ton évolution avec nous, mais voilà à quoi t'attendre : échange avec Agathe, team recrutement (30') rencontre avec Cédric, ton futur N+1 (45') Business Case avec 2 swilers (1h) discussion avec Kévin, tonfutur N+2 (30')

## About Swile

## Company Overview
- **One-liner**: Swile is a French worktech company that provides an all-in-one employee benefits platform through a smart card and mobile app designed to simplify and digitize salary-linked benefits like meal vouchers, gift cards, mobility, and culture checks.
- **Entity Type**: Private (Unicorn, achieved profitability)
- **Headquarters**: Montpellier, France
- **Founded**: 2018
- **Founders**: Loïc Soubeyrand

## Core Business
- **Primary industry/industries**: Worktech (Employee Benefits, Fintech, HR Tech)
- **Target customers**: B2B, serving companies of all sizes (from SMBs to large enterprises) in France and Brazil, including clients like Carrefour, Le Monde, JCDecaux, PSG, Airbnb, Spotify, and TikTok.
- **Mission or purpose statement**: To reinforce employee engagement and spread smiles at work by offering a unified, personalized, and modern experience that meets everyone's needs.

## Products & Services
- **[Swile Card]**: A physical and digital smart card that consolidates all employee salary benefits (meal vouchers, gift cards, mobility allowances, culture checks) into a single payment method. Backed by proprietary "Smartcard" technology.
- **[Swile App]**: A mobile application that allows employees to manage their benefits, view transactions, and personalize their experience. High user ratings (4.7/5 on Google Play, 4.7/5 on Trustpilot, NPS of +65).

## Market Standing
- **Valuation/Market Cap**: Achieved unicorn status (valuation over €1 billion). Recent valuation not publicly disclosed as a private company.
- **Key Metric**: Achieved centaur status (over €100 million in annual recurring revenue) following the acquisition of Bimpli in December 2022. The company is now profitable.
- **Notable Investors/Partners**: Raised multiple funding rounds from leading investors (specific names not detailed in the provided sources, but described as "first-rank investors").
- **Growth Signals**: 
  - 1 out of every 3 meal voucher card transactions in France is made with a Swile card.
  - Successful acquisition and integration of Bimpli, pushing ARR over €100M and enabling profitability.
  - Expansion into the Brazilian market.

## Competitive Advantages
- **Proprietary Smartcard Technology**: An exclusive innovation that powers the unified benefits experience.
- **Unified Platform**: Swile aggregates all common employee benefits (meal, gift, mobility, culture) into one card and app, simplifying administration for companies and usage for employees.
- **Strong Brand and Trust**: Very high user ratings across app stores and review platforms, indicating high employee satisfaction.
- **Market Leadership in France**: Dominant position in the French meal voucher market with significant market share.

## Strategic Focus
- **International Expansion**: Operating in both France and Brazil, with ambitions to grow further.
- **Product Ecosystem Expansion**: Continuing to enhance the unified platform with new features and benefits categories.
- **Profitability and Sustainable Growth**: Having reached profitability, the focus is on maintaining healthy financials while scaling.
- **Responsible Business (RSE)**: Pursuing B Corp certification, committed to the Science-Based Target Initiative (SBTi), and holding an Ecovadis Silver Medal. Their strategy "Sustainable Swile 2025" drives environmental and social impact.

## Why Work Here
- **Culture**: Described as both "profoundly benevolent and extremely demanding," valuing autonomy and initiative-taking. Core values include "We are team players," "We are doers," "We move fast," "We are ambassadors," and "We stay hungry."
- **Remote/Hybrid Policy**: The company has both on-site roles (e.g., São Paulo) and roles with remote potential. Specific policy details would depend on the role and team.
- **Notable Perks**: An employee benefits package that starts with their own product—the Swile Card and App. The company strongly emphasizes professional equality (gender equality index score of 90/100), diversity, equity, and inclusion.
- **Engineering Culture**: A focus on "moving fast," testing, learning from failure, and high ambition without boundaries. The recruitment process for technical roles includes a practical test and multiple team interviews.

## Sources
1. [Swile Careers Page](https://jobs.lever.co/swile/)
2. [Swile Corporate - About Us](https://www.swile.co/a-propos-de-swile)
3. [Swile Product Page](https://www.swile.co/)
4. [Welcome to the Jungle - Swile Jobs](https://www.welcometothejungle.com/en/companies/swile/jobs)

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