Customer support manager - French and English required

Lengow; Nantes; Sur place; EUR 45 000 - 65 000; Plein temps

Résumé du poste

Lengow, un leader des solutions e-commerce, recherche un Manager en Support Application de Niveau 1. En charge de la gestion d'une équipe à Paris, Nantes et Barcelone, vous serez responsable de la supervision des demandes des clients, de la gestion des crises et de l'amélioration continue des services. Rejoignez-nous pour contribuer à l'essor numérique de plus de 3 600 clients dans le monde entier.

Prestations

Tickets restaurant de 8 euros par jour

Assurance privée Malakoff Humanis

3 jours de télétravail par semaine

Horaires flexibles

Indemnités de kilométrage à vélo ou 50% des billets de transport

Indemnités de télétravail

Happy Break tous les jeudis soir

Qualifications

• Expérience nécessaire en gestion d'équipe dans le secteur SaaS.
• Compétences en communication en anglais et en français requises, l'espagnol est un plus.
• Capacité à gérer les priorités avec des compétences analytiques fortes.

Responsabilités

• Diriger et gérer une équipe de 8 personnes en support de niveau 1.
• Assurer la qualité du service et respecter les délais.
• Superviser l'intégration de nouveaux membres d'équipe.

Connaissances

Autonomie

Dynamisme

Esprit d'équipe

Compétences interpersonnelles

Compétences analytiques

Compétences organisationnelles

Centricité client

Formation

Expérience en gestion d'équipe

Expérience dans l'industrie SaaS

Connaissance du secteur e-commerce

Outils

Zendesk

Description du poste

Lengowis a leader in intelligent e-commerce solutions that help brands and retailers drive profitable growth across the digital shelf. With powerful feed management, global price monitoring, and robust data capabilities, Lengow’s comprehensive SaaS product suite enables merchants to amplify product visibility online, outrun competition with informed pricing, multiply sales on marketplaces, and monitor brand presence among distributors. Since 2009, Lengow has fueled digital growth for over 3,600 customers across thousands of marketing and sales channels in over 60 countries.

Position description:

We are looking for a Level 1 Application Support Team Manager who is dynamic, autonomous, and has a strong team spirit, to lead a stable and motivated team of 8 people based in Paris, Nantes, and Barcelona. The team is made up of engaged and cohesive individuals. You will be responsible for team management, coordinating across different sites, and handling client crises. You will report directly to Sophie, Head of Support.

The support team is responsible for responding to clients’ functional requests and performing initial analyses of technical issues before escalating them to Level 2 support. The support is primarily handled in writing, but also via phone and chat.

️ Your main tasks would be as follows :

- Operational Management

• Lead and manage a team of 8 people in Level 1 support, spread across multiple sites (Paris, Nantes, Barcelona), with leadership and care
• Oversee daily HR management: performance tracking, annual reviews, skills development, scheduling, and leave management
• Ensure the motivation, engagement, and investment of the team
• Ensure service quality, compliance with deadlines, processes, and service standards
• Manage and optimize team schedules to ensure optimal coverage across sites
• Provide regular reporting to Sophie, Head of Support

- Support and Coordination

• Supervise the onboarding of new team members and their integration into the team
• Act as the interface between the support team and the product, technical, or professional services teams
• Ensure effective management of client crises and escalations
• Structure, maintain, and evolve internal documentation

- Continuous Improvement

• Propose improvements for services, processes, tools, and methodologies
• Provide precise reporting on team performance, client feedback, and necessary changes

???? Hiring Process :

• Phone call with Alexandre our HR
• Interview with Sophie our Head of Support
• Business case with Sophie and Paula our Technical support manager
• Offer letter

We are looking for someone with the following experiences and skills:

• Autonomy, dynamism, and team spirit are essential qualities to succeed in this role
• Required experience in team management
• Experience in SaaS software industry
• Knowledge of the e-commerce sector is a plus
• Excellent interpersonal skills, with a customer centric spirit, dynamism, and rigor
• Strong analytical and organizational skills, with the ability to manage priorities
• Fluent English is a must for communication, professional proficiency in French is required. Proficiency in Spanish is an advantage
• A good knowledge of Zendesk would be a plus for this role.

Joining Lengow is also an opportunity to benefit from many advantages :

• Ticket restaurant 8 euros by day
• Malakoff Humanis Private insurance & Prevoyance.
• 3 Remote days per week
• Flexible hours
• Bike mileage allowances or 50% of transportation tickets.
• Remote allowances
• Weekly Happy Break on Thursday Evening at the office with food and beverage