Head of Support

Sekoia.io; Rennes; Hybride; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A leading cybersecurity company seeks a Head of Support to enhance customer satisfaction and lead the support operations. The ideal candidate should have a degree in Computer Science and at least 2 years of experience in a Technical Support leadership role within a B2B SaaS environment. Fluency in English and French is required, and familiarity with Cyber Security is a plus. This position allows for a hybrid work model, with the option for remote work from major European cities.

Prestations

Professional development opportunities

Flexible work environment

Paid travel for work

Qualifications

• Minimum 2 years of experience in a leading Technical Support position.
• Curious about new trends and technological developments.
• Fluent in English and French; other languages are a plus.

Responsabilités

• Lead user-centric support operations with a focus on quality.
• Manage helpdesk operations and troubleshoot customer inquiries.
• Engage directly in helpdesk tasks during early stages.

Connaissances

Leadership

Technical Support

Problem-solving

B2B SaaS Knowledge

Fluent in English

Fluent in French

Formation

Degree in Computer Science or related field

Description du poste

Overview

We seek an innovative and user-oriented Head of Support to lead our helpdesk and sustain Sekoia’s reputation for delivering exceptional customer service. Reporting to the CTPO, this role requires a hands-on leader who can initially dive deep into customer issues while scaling the entire support function at Sekoia. The ideal candidate will be able to prioritize support needs, advocate for the users, and improve processes while communicating effectively with the team and other departments.

Responsibilities

• User-Centric Leadership: Maintain our reputation for exceptional support by leading a user-first approach. Ensure every interaction reflects our commitment to quality and captures the voice of the customer to drive continuous improvement.
• Helpdesk and Investigation Management: Oversee all helpdesk operations, including the handling of customer inquiries and troubleshooting, alongside first-level investigation on more complex issues.
• Hands-on Involvement: Demonstrate a willingness to engage directly in helpdesk operations during the early stages, setting a standard of excellence and gaining insights for future growth and scaling.
• Team Advocacy and Representation: Act as the support team’s advocate in cross-departmental meetings, ensuring their priorities and insights are recognized and championed throughout the organization.
• Organizational Development: Lead and develop the support team, focusing on resolving challenges such as its international expansion, nurturing professional growth, and equipping the team with the tools and skills necessary for success.

The position can be based in Paris, Rennes or in full remote in any major cities in Europe. Professional trips to Rennes (paid for by the company) will be expected.

Qualifications

• You have a degree in Computer Science, Software Engineering, or a closely related technical field
• You have at least 2 years of experience in a leading Technical Support position of a B2B SaaS Vendor
• You’re curious about new trends and technological developments
• You see yourself as an autonomous learner, actively investing in continuous self-improvement
• You are fluent in English and French. Other languages are a real plus !
• Having experience in Cyber Security is a plus

Side Notes

• We are looking for a leader who not only has great organizational and problem-solving skills but who also inspires and empowers their team to excel.
• A strong background in leading support teams and fostering a positive, collaborative environment is highly preferred.

Are you interested in this job but feel you haven’t ticked all the boxes? Don’t hesitate to apply, and tell us in the cover letter section why we absolutely must meet!

What’s in store for you if you apply

• HR Interview with Clémentine, Talent Acquisition Manager (30’)
• Skills fit Interview with Paul, team member of the Support Team (60’)
• N+1 Interview with Georges, CTO (60’)

Our process usually takes about 2-3 weeks, depending on availability, it includes reference calls. The program: discussions rather than trick questions! These discussions will help you understand how Sekoia.io works and what it stands for. But they are also (and above all) an opportunity for you to tell us about your career path and your expectations for your next job!

Sekoia.io is an equal opportunity employer for any minority, disability, gender identity or sexual orientation. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives.