Global SaaS Support Manager — AI-Driven

Lumapps; Tassin-la-Demi-Lune; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Meal vouchers

Health insurance

Job summary

LumApps, a leading AI-powered Employee Hub platform, is hiring a Customer Support Manager to lead a global support team and optimize service delivery. You will manage daily operations across your timezone, ensuring SLAs and OKRs are met, while driving automation and knowledge-base improvements.

The role requires 4–5 years in technical SaaS support with proven leadership, and strong English communication. Hybrid work model with office days and remote flexibility is offered.

Qualifications

• 4–5 years in technical support with proven team leadership or shift management in a SaaS environment.
• Excellent interpersonal skills and clear written/verbal English; strong conflict-resolution abilities.

Responsibilities

• Lead and develop a team of support engineers to deliver exceptional customer service and foster a collaborative shift environment.
• Manage day-to-day support operations for your timezone, ensuring response/resolution SLAs and team OKRs are consistently met.
• Oversee ticket management, queue health, escalation processes, and critical incident resolution.
• Maintain and optimize support tools and knowledge bases to improve team efficiency and drive self-service options.
• Proactively participate in our AI transition and growth by identifying and adopting automation solutions (AI, chatbots, intelligent routing) to reduce manual tasks and improve first-contact resolution.
• Analyze customer feedback (NPS/CSAT) and support trends to inform product, engineering, and process improvements.
• Work closely with Product, Professional Services, and Customer Experience teams to ensure a seamless customer journey.
• Coordinate shift scheduling, handovers, and team rotations (including on-call and holiday coverage as required).
• Share market insights, customer needs, and operational performance metrics with internal stakeholders.

Skills

Team leadership

English communication

Job description

LumApps, a leading AI-powered Employee Hub platform, is hiring a Customer Support Manager to lead a global support team and optimize service delivery. You will manage daily operations across your timezone, ensuring SLAs and OKRs are met, while driving automation and knowledge-base improvements.

The role requires 4–5 years in technical SaaS support with proven leadership, and strong English communication. Hybrid work model with office days and remote flexibility is offered.