Global AI-Powered Customer Support Lead - Remote

Jobgether; France; À distance; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Fully remote

Global organization

Flat structure

Résumé du poste

Jobgether is seeking a Customer Support Lead based in France to lead and scale a global customer support function in a fully remote, technology-driven environment. You will oversee both AI-powered and human support operations while ensuring high-quality, timely, and safe resolutions for users.

Working with Product, Engineering, Operations, and AI teams, you will define service standards, improve workflows and knowledge systems, and turn customer insights into actionable improvements.

Qualifications

• Proven experience leading customer support or service teams.
• Strong troubleshooting with logs, API info, and debugging.
• Experience operating AI-powered support in production with measurable impact.
• Design/Improve support operations, workflows, and service quality.

Responsabilités

• Lead, coach, and grow the customer support team, including hiring and training.
• Oversee AI and human channels for timely, high-quality resolutions.
• Manage complex/escalated cases involving technical product issues.
• Build scalable support processes, workflows, escalation policies, and knowledge bases.
• Maintain consistent support guidance across AI and human channels.
• Track KPIs: SLA, CSAT, resolution time, backlog, and costs per issue.
• Monitor AI responses for quality, safety, and failure patterns.
• Improve AI support, automation, and self-service based on conversations.
• Translate findings into knowledge updates and prioritized product requirements.
• Define human escalation policies for high-risk or repeated AI failures.

Connaissances

Leadership

Tech troubleshooting

AI-powered support

Support operations

Analytics

SQL

Stakeholder management

Communication

Outils

CRM systems

Knowledge base

Blockchain explorers

Description du poste

Jobgether is seeking a Customer Support Lead based in France to lead and scale a global customer support function in a fully remote, technology-driven environment. You will oversee both AI-powered and human support operations while ensuring high-quality, timely, and safe resolutions for users.

Working with Product, Engineering, Operations, and AI teams, you will define service standards, improve workflows and knowledge systems, and turn customer insights into actionable improvements.