Global Head of Customer support & Community Operations

Story Terrace Inc.; Paris; Hybride; EUR 80 000 - 130 000; Plein temps

Résumé du poste

A leading hospitality tech firm is seeking a Global Head of Community Operations & Customer Support to lead and scale their customer experience across markets. This high-impact role involves developing a tech-enabled support function that enhances customer satisfaction and drives growth. The ideal candidate will have extensive experience in scaling support operations, managing cross-functional teams, and implementing automation tools. A hybrid work model is offered for this position based in Paris.

Prestations

Competitive salary and stock options

Free vacation policy

100% health coverage for you and your family

Opportunities to grow

Qualifications

• Proven experience scaling a support org ideally at a tech company with 100M+ ARR.
• Deep automation mindset with a track record in reducing manual tasks.
• Ability to manage and inspire cross-functional stakeholders.

Responsabilités

• Define and scale support strategy across all markets.
• Drive performance on CSAT, First Response Time, and Ticket Resolution.
• Lead a distributed team of CS agents and onboarding specialists.
• Design and maintain strong SOPs for all recurring processes.

Connaissances

Experience scaling a support organization

Resource and workforce planning

Leading BPOs or outsourced vendors

Automation and tooling mindset

Cross-functional stakeholder management

Analytical skills and fluency with dashboards

Prioritization and simplification skills

Growth mindset and self-awareness

Description du poste

👋 About Us

At sunday, we’re redesigning the entire hospitality experience: not just payments.

With a simple QR scan, guests can access the menu, place their order, pay the bill, tip, and leave a review. We fine‑tune every touchpoint to deliver a seamless experience. Our latest innovation brings video into menus: not just visuals, but a way to build trust through transparency and spotlight the craft behind every dish.

Our mission goes beyond the guest experience. We build dedicated tools that empower teams, like our best‑in‑class payment terminal built for hospitality, saving servers valuable time. We also share real‑time guest reviews so teams can track satisfaction and improve their shift instantly.

Hospitality is demanding: that’s what drives us. It pushes us to move fast, think smart, and raise the bar every day. As our business grows, so do our teams. We’re looking for people who can help us scale and bring structure without slowing us down.

💼 About the Role

As the Global Head of Community Operations & Customer Support, you will lead sunday’s global support team and scale our customer experience across markets. Your mission is to build a world‑class, cost‑efficient, tech‑enabled support function that enables business growth, delights our customers, and delivers insights to the business.

You’ll also oversee the centralization and outsourcing of onboarding operations, transforming support from a cost center to a value engine.

This is a high‑impact, cross‑functional leadership role reporting directly to the EU GM, with strong exposure to founders and tech/product leadership, and with a direct impact on all sunday’s customers.

Location: This role can be based in London or Paris (hybrid work model).

🔥 Key Responsibilities

Strategic Leadership

• Define and scale sunday’s global support strategy across all markets
• Build the roadmap to gradually outsource onboarding and support operations to a BPO, while ensuring quality and efficiency
• Lead workforce planning, including HC needs, shift allocation, and staffing cost optimization
• Ensure CS becomes a core element of our voice of the customer efforts, feeding structured insights to Product and Tech teams

Operational Excellence

• Drive performance on CSAT, First Response Time (<3 min), and Ticket Resolution
• Ensure 75%+ of onboarding admin tasks are handled autonomously by support without Ops involvement
• Build and maintain strong SOPs and internal SLAs for all recurring processes (OB, Support, Issue escalation)

Team & Vendor Management

• Lead a distributed team of CS agents, onboarding specialists, and support managers across countries
• Design and own the Level 1 / Level 2 structure, including clear interfaces with Product, Tech, and Ops
• Recruit, coach, and scale the team in collaboration with HR and external vendors

Tooling & Insights

• Work closely with Tech and Product to implement automation, improve tooling, and enhance self‑service capabilities
• Build dashboards and track key support metrics (Interaction volume, CSAT, resolution time, no‑touch %, etc.) and onboarding metrics (Time to revenue, Stage latency, W1 Adoption, etc.).

😊 About You

• Proven experience scaling a support org (ideally at a tech company that crossed 100M+ ARR)
• Strong resource and workforce planning capabilities
• Experience leading BPOs or outsourced vendors
• Deep automation / tooling mindset, with track record of working with tech teams to reduce manual tasks
• Ability to manage cross‑functional stakeholders (Sales, Ops, Product, Tech)
• Structured thinker with strong analytical skills and fluency with dashboards
• You are business and impact‑oriented: you care about results, not just effort
• You know how to prioritize, simplify, and move fast
• You have a growth mindset, are self‑aware, and learn from feedback
• You bring positive energy that inspires your team and peers.

Success Metrics (First 4 months)

• Median First Response Time < 3 min and CSAT > 95.
• Internal support level 1 close rate reaching 25% sustainably (objective - fewer tickets going to our Tech teams for immediate support, thus less impact of tech delivery)
• OB team independently handles PDQ onboarding in France, with no Ops involvement.
• Clear ownership and scorecards across CS and OB roles
• Level 1 / 2 support insights are regularly shared and actioned by Product

⛳️ Compensation, Perks & Benefits

• Competitive salary and stock options
• Free vacation policy
• Broad scope of responsibilities and ample opportunities to grow
• 100% health coverage for you and your family

Thank you for taking the time to apply, and looking forward to getting to know you!

sunday is an equal opportunity employer and does not discriminate and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification)