Head of Customer Support & Outsourced Excellence

Youtrust

Paris

Hybride

EUR 70 000 - 85 000

Plein temps

14 jours+

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Avantages offerts par ce poste

BSPCE

Meal vouchers

Health insurance

Life & disability insurance

Wellbeing programs

Transportation subsidy for hybrid work

Time off & leave

Volunteer day & learning budget

Résumé du poste

Youtrust is a European Digital Trust provider seeking a Senior Customer Support Manager to define and evolve its outsourced operating model aligned with the Customer Experience strategy. You will own support performance and drive continuous improvement, including AI, automation, and journey optimisation, in collaboration with the external provider.

Lead performance governance, ensure SLA compliance, and maintain data integrity while guiding the evolution of Standard and Premium offers.

Qualifications

At least 4 years of experience managing Customer Support or Customer Operations.
Proven experience managing external providers, including BPO and outsourcing partners.
Experience in a SaaS or technology environment is highly valued.
Experience managing major incidents and sensitive situations.
Experience delivering automation, AI, chatbot or knowledge transformation projects.

Responsabilités

Managing the external provider
Act as the main point of contact for the support provider.
Define performance objectives, forecast volumes and capacity requirements.
Manage the partner’s operational governance across all channels and service levels: tickets, inbound calls and Premium services.
Lead operational and strategic governance meetings, including regular reviews, monthly committees and QBRs.
Ensure compliance with contractual commitments, SLAs and quality standards.
Lead action plans and continuous improvement initiatives.
Ensure the reliability of the data, reports and forecasts produced by the partner.
Monitor action plans and coordinate continuous improvements.
Ensure compliance with security, confidentiality and data protection requirements.
Define, monitor and evolve the main Support performance indicators by channel, market, segment, priority and service level.
In particular, monitor: SLA compliance; first response time; resolution time; CSAT; response quality; escalation rate; team productivity.
Identify performance gaps, their causes and the related corrective actions.
Produce analyses and recommendations for senior leadership.
Provide clear, actionable dashboards for internal teams and the external provider.
Define and evolve the processes, standards and routines required to provide efficient and scalable Support.
Ensure that documentation, procedures and the knowledge base remain accurate and up to date.
Identify the main customer and operational pain points and lead their resolution.
Use Support data and feedback to improve customer journeys and reduce avoidable contacts.
Evolve the Support model through automation, AI and tools that improve both the customer experience and operational efficiency.
Own the quality and evolution of the Standard and Premium Support offers.
Define the service levels, channels and commitments associated with each offer.
Ensure the quality of services delivered, particularly to strategic customers.
Identify the changes required to the offers and service model based on customer needs and company priorities.
Provide functional leadership to the Customer Lead and the provider’s teams, in partnership with the Customer Lead.
Ensure alignment between internal teams, including Product, Tech, Technical Success and Sales, and the external partner.
Foster a customer- and performance-oriented culture.
Ensure alignment between Support and internal teams, particularly Product, Engineering, Technical Success, Customer Success and Sales.
Oversee major incidents, customer escalations and sensitive situations.
Lead remediation plans and monitor them through to resolution.
Ensure clear and appropriate communication with internal and external stakeholders.
Turn recurring incidents and escalations into structural improvement initiatives to limit their recurrence.