Paris-Based Support Team Lead - Player-Coach

Academic Key; Paris; Hybrid; EUR 70,000 - 90,000; Full time

Job summary

UpSlide in Paris is seeking a dedicated Support Team Lead to manage a group of Support Engineers and drive day-to-day performance and service delivery. You will translate the support strategy into routines, monitor queues, and handle escalations, while coaching team members to grow their careers.

You will collaborate with Product, Engineering, Professional Services, Customer Success, Sales, and IT, contributing to a high-quality customer experience and long-term support improvements across our

Qualifications

• Requires experience leading and developing a support team.
• Strong communication and collaboration across functions.
• Proven ability to manage escalations and deliver consistent customer outcomes.

Responsibilities

• Directly manage and coach Support Engineers to perform at their best.
• Translate strategy into routines and ensure reliable service delivery.
• Monitor queues, prioritize tickets, and coordinate escalations with Product/Engineering.

Skills

People management

Team development

Customer empathy

Escalation management

Performance reviews

Job description

UpSlide in Paris is seeking a dedicated Support Team Lead to manage a group of Support Engineers and drive day-to-day performance and service delivery. You will translate the support strategy into routines, monitor queues, and handle escalations, while coaching team members to grow their careers.

You will collaborate with Product, Engineering, Professional Services, Customer Success, Sales, and IT, contributing to a high-quality customer experience and long-term support improvements across our