Customer Incident Manager - SaaS

efficy Group; Paris; Sur place; EUR 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Direct impact on customer satisfaction

Career growth opportunities

Modern offices in Europe

Fun team events

Continuous learning

Résumé du poste

efficy Group in Paris is looking for an Incident Manager to join their growing Customer Operations team. In this high-visibility role, you will be the point of contact for external clients during production issues, managing incidents end-to-end and ensuring customer satisfaction.

The successful candidate will have over 5 years of experience in technical customer support or incident management, a customer-facing mindset, and excellent communication skills in both French and English.

The position offers a competitive salary, hybrid work policy, and a chance for career growth.

Qualifications

• At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment.
• Able to communicate effectively with clients under pressure and keep them confident.
• Strong organizational skills to align multiple internal teams quickly.

Responsabilités

• Own production incidents from qualification to closure, coordinating all involved teams.
• Be the main point of contact for external clients during active incidents.
• Deliver structured post-incident reports and follow-up communications.

Connaissances

Technical support experience

Customer-facing communication

Incident management coordination

Problem-solving ability

Native French

Excellent English

Description du poste

Incident Manager - Technical Customer Operations

Location: Paris

Competitive salary

Job Overview

We’re growing our Customer Operations team and looking for an Incident Manager fluent in French and English to join our international Support Operations function. You will be the point of contact for our external clients when production issues arise after go‑live. You own incidents end‑to‑end, from the moment a client reports a problem to final resolution and follow‑up, keeping customers informed at every step and coordinating all internal teams on their behalf. This high‑visibility, client‑facing role relies on strong communication skills and a sense of ownership to shape the post‑delivery experience for our customers.

What’s in it for you?

• Direct impact on customer satisfaction and service quality
• High‑visibility role connecting Support, R&D, and Cloud teams
• Career growth opportunities and internal mobility
• Modern offices in 11 European locations
• Fun team events & continuous learning
• Competitive salary with bonus system
• Hybrid working policy

What You’ll Be Doing

• Own production incidents from qualification to closure, coordinating all involved teams
• Be the main point of contact for external clients during active incidents, keeping them informed at every step
• Deliver structured post‑incident reports and follow‑up communications to external clients
• Ensure every incident has a visible owner and clear progress at all times
• Participate in steering committees and crisis meetings as needed
• Track incident KPIs, including MTTR, SLA compliance, and escalation rates
• Monitor ticket progress across teams and escalate blockers when needed

Who You Are

• At least 5 years of experience in technical customer support or incident management in a B2B SaaS or enterprise software environment
• Customer‑facing mindset: you’re comfortable communicating with clients under pressure and keeping them confident
• Strong coordinator, able to align multiple internal teams quickly and clearly
• Rigorous and closure‑oriented: open issues get resolved, not left open
• Solid technical understanding, able to engage meaningfully with R&D and Cloud teams without being an engineer
• Quick to get up to speed on product behaviour and business logic
• Native level in French
• Excellent command of English, written and spoken

Ready to succeed and make an impact with us? Apply today — we can’t wait to meet you!

Please submit your application in English.

efficy is a people‑first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you — exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.

Disclaimer

efficy does not accept unsolicited assistance from search firms for this employment opportunity. Please refrain from making phone calls or sending emails. All résumés submitted by search firms to any efficy employee without a valid written search agreement will be considered the sole property of efficy. No fees will be paid if a candidate is hired as a result of an unsolicited referral.