Customer Care Team Lead

Sweep; Paris; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A leading sustainability tech company is seeking a Customer Care Team Lead to build and coach a global Customer Care team. This role requires at least 3 years of experience in customer-facing positions and proven leadership in a SaaS environment. You will enhance customer support metrics and collaborate with cross-functional teams to drive process improvements. Offering a flexible work model and a connected remote culture, this role invites passionate individuals ready to make a significant impact.

Prestations

Flexible work model

Remote work culture

B Corporation benefits

Qualifications

• 3+ years in customer-facing roles, including 2+ years in leadership.
• Experience in building or leading Customer Care teams in a SaaS environment.
• Collaborative experience with Tech Writers is a plus.

Responsabilités

• Build, coach, and structure a growing Customer Care team.
• Track and improve key performance metrics.
• Gather and share actionable insights from customer feedback.

Connaissances

Leadership in Customer Care

Customer satisfaction metrics

English fluency

Communication skills

Analytical mindset

Outils

Intercom ticketing systems

Description du poste

Sweep is hiring a Customer Care Team Lead to scale our global Customer Care practice and elevate the way we support our customers worldwide.

At Sweep, our mission is to empower businesses to become Forever Companies - creating long‑term value while reducing environmental impact and improving social performance. Climate change is the defining challenge of our time, and we believe that businesses can drive meaningful change with the right tools and insights.

Our platform maps climate and ESG data across entire organizations, enabling them to track, disclose, and take action. By turning sustainability into a competitive advantage, Sweep helps businesses build better, audit‑ready programs that contribute to a more sustainable future for everyone.

Together, we can make a difference.

This position is open to anyone living in the UK or France, near one of our offices in London, Paris or Montpellier as you’ll be expected to come to the office at least once a week.

Key Responsibilities

• Leadership: Build, coach, and structure a growing Customer Care team composed of Support Specialists and Tech Writers.
• Track and improve key performance metrics such as resolution time, satisfaction (CSAT/NPS), and team engagement.
• Define a clear vision for team growth and career paths across both profiles.
• Work closely with Product, Engineering, and Growth teams to align support and documentation priorities with product goals.
• Gather and share actionable insights from customer feedback to influence product and service improvements.
• Identify inefficiencies, introduce automation and AI tools where relevant, and streamline processes for higher operational efficiency.
• Define onboarding flows and training plans to ensure continuous skill development and consistent quality across all team members.
• Act as an escalation point for complex issues, ensuring prompt, high‑quality resolutions.
• Support the team in day‑to‑day operations when needed, remaining hands‑on with customers, tools, and processes.
• Oversee the development and maintenance of Help Center content, internal documentation, and learning materials to promote user autonomy.
• Ensure that content quality and tone reflect Sweep’s product excellence and user experience standards.
• Drive cross‑functional initiatives to improve support experience, documentation relevance, and overall customer satisfaction.

Qualifications

• Proven experience building or leading a Customer Care / Support team, ideally in a SaaS or tech environment.
• 3+ years in customer‑facing or support roles, including at least 2 years in a leadership or team management position.
• Solid understanding of SaaS support operations, including Intercom ticketing systems, metrics tracking, and escalation management.
• Experience managing or collaborating with Tech Writers or educational content teams is a strong plus.
• Fluency in English is mandatory. Fluency in French is a strong plus; additional languages are highly appreciated.

Qualities

• Hands‑on leadership: you lead by example and don’t hesitate to dive into tickets or documentation when needed.
• Strong communication and interpersonal skills, with the ability to foster collaboration across teams and cultures.
• Analytical mindset with the ability to interpret data and drive process improvements.
• Empathy, patience, and an unwavering focus on customer success.
• Proactive, structured, and solution‑oriented, with a drive for continuous improvement.

Benefits & Culture

By joining Sweep, you'll be part of an exciting startup with a vision to change the world. Our flexible work model allows you to balance personal and professional commitments while staying connected with your global colleagues. Even though our hubs are in Paris, London, and Montpellier, we are committed to fostering a connected and engaged remote work culture.

As a B Corporation, we are dedicated to creating successful businesses that benefit everyone, including society and the planet.

Ready for the most exciting chapter of your career? Come join us on this extraordinary ride!

Please note that although this position is advertised in both Paris and London, there is only one role available. We are open to hiring in either location, where we have offices.