Customer Support Director

Davai Inc.; Paris; Hybride; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Davai Inc. in Paris is seeking a leader to build and scale its customer support operations, owning tooling, processes, and team development. You will define SLAs, escalation paths, and directly influence customer outcomes.

You will partner with engineering and product to close feedback loops and drive CSAT/NPS while building robust knowledge bases and scalable support tooling.

Qualifications

• 5+ years in customer support, including 2+ in leadership
• Strong written and verbal communication in French and English
• Experience with support platforms (Zendesk, Intercom or equivalent)
• Analytical mindset with comfort using data to drive decisions
• Ability to work cross-functionally in a fast-paced environment

Responsabilités

• Build, manage and mentor the customer support team
• Define support processes, SLAs and escalation paths
• Own customer satisfaction metrics (CSAT, NPS, resolution time)
• Work closely with engineering and product to close feedback loops
• Implement and maintain support tooling and knowledge bases

Connaissances

Leadership

Communication

Analytical thinking

Cross-functional collaboration

French proficiency

English proficiency

Data-driven decisions

Outils

Zendesk

Intercom

Description du poste

Lead and scale our customer support operations as Davai grows. You will own the full support function, from tooling and processes to team building and client relationships.

Responsibilities

• Build, manage and mentor the customer support team
• Define support processes, SLAs and escalation paths
• Own customer satisfaction metrics (CSAT, NPS, resolution time)
• Work closely with engineering and product to close feedback loops
• Implement and maintain support tooling and knowledge bases

Requirements

• 5+ years in customer support, including 2+ in a leadership role
• Strong written and verbal communication in French and English
• Experience with support platforms (Zendesk, Intercom or equivalent)
• Analytical mindset with comfort using data to drive decisions
• Ability to work cross-functionally in a fast-paced environment

Nice to have

• Background in a technology consultancy or SaaS company
• Familiarity with technical products and developer audiences