Paris-Based Customer Support Team Lead

UpSlide

Paris

Hybrid

EUR 75,000 - 110,000

Full time

14 days+

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Job summary

UpSlide is seeking a dynamic Support Team Lead based in Paris to manage our global Support Engineers, partnering with Product, Engineering and Customer Success to deliver outstanding service. You’ll own day-to-day performance, develop the team, optimize processes, and coordinate escalations while fostering a customer-centric culture across Microsoft 365 integrations and Zendesk workflows.

Fluency in French and English is essential; you will mentor a diverse team across locations and align with

Qualifications

Proven experience leading a customer-facing team in a SaaS environment.
Strong coaching, feedback, and performance management skills.
Excellent written and verbal communication in English and French.
Ability to coordinate cross-functional projects and escalations.

Responsibilities

Directly manage and develop a team of Support Engineers.
Own daily service delivery, escalations, and QA of tickets.
Collaborate with Product, Engineering, Professional Services, Customer Success, and Sales.
Define and implement support processes and workflows.
Coach team members and drive performance reviews and development plans.
Balance operational needs with strategic initiatives for customer success.