Lead Customer Support

📋 Description

• Own customer satisfaction: maintain strong CSAT scores and identify churn risks early.
• Hire and build a high-performing Customer Support team from the ground up.
• Define the long-term vision for support operations (in-house vs outsourcing).
• Reduce response times via tooling, self-service, and process improvements.
• Partner with Product, Ops, and Sales to close feedback loops and drive improvements.
• Lead or collaborate on transversal projects (automation, AI) in a fast-paced environment.

🎯 Requirements

• 5+ years in customer support, including 2+ years managing teams, ideally in marketplaces or high-growth tech companies (B2B and B2C experience valued).
• Proven track record deploying or significantly improving customer support tool stacks (Intercom, Zendesk, chatbot implementations, automation workflows).
• Strong data-driven mindset: you use metrics to diagnose problems, make decisions, and measure impact.
• Experience building scalable processes from the ground up and driving operational excellence in fast-paced, ambiguous environments.
• Excellent leadership and communication skills, with the ability to align cross-functional teams (Sales, Ops, Product) around customer-centric goals. A passion for coaching and developing high-performing teams while maintaining a hands-on approach when needed. Bilingual French/English is a strong plus.

🎁 Benefits

• BSPCE (Stock Options) with monthly vesting after year one, over a 4-year period.
• Healthcare plan: Full coverage for team members, their partners, and children.
• Office in Le Peletier, Paris (9th arrondissement): With flexible remote work options.
• Swile meal card: €11 per worked day.
• Swile mobility card: €42/month to support sustainable transportation (metro, carpooling, biking…).
• Team events: Monthly Mixers to connect and share good times, and quarterly All Hands to celebrate wins across the company.