Global SaaS Support Manager — Lead AI-Driven Service

FyrFly Venture Partners; Tassin-la-Demi-Lune; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

RTT days

Meal vouchers SWILE

Snacks & coffee

Yoga classes

Parental leave

Health insurance

Team events

Job summary

LumApps, a leading AI-powered Employee Hub, is seeking a Customer Support Manager to oversee a global support team. You will lead day-to-day service delivery, mentor engineers, and partner with Product, Professional Services, and Customer Experience to ensure smooth customer journeys.

You will manage operations for your timezone, maintain SLAs and OKRs, optimize tickets and knowledge bases, and drive automation initiatives (AI, chatbots, routing) to reduce manual tasks and improve first-contact

Qualifications

• 4–5 years in technical support with proven team leadership or shift management experience in a SaaS environment.
• Excellent interpersonal skills with clear and structured written/verbal English communication and 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

Technical support

English communication

Job description

LumApps, a leading AI-powered Employee Hub, is seeking a Customer Support Manager to oversee a global support team. You will lead day-to-day service delivery, mentor engineers, and partner with Product, Professional Services, and Customer Experience to ensure smooth customer journeys.

You will manage operations for your timezone, maintain SLAs and OKRs, optimize tickets and knowledge bases, and drive automation initiatives (AI, chatbots, routing) to reduce manual tasks and improve first-contact