Senior Manager, Outsourced Customer Support

Yousign

Paris

On-site

EUR 70,000 - 85,000

Full time

14 days+

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Benefits offered by this job

BSPCE

Meal vouchers

Health insurance

Life & disability insurance

Wellbeing program

Public transport reimbursement

Employee discounts

Volunteer day

Job summary

Youtrust is seeking a Customer Support Senior Manager to define the vision for Support and evolve its outsourced operating model in line with the Customer Experience strategy. They are responsible for overall performance and the quality of the customer experience, translating ambition into a scalable model with high service standards.

They lead Support performance and continuous improvement, leveraging AI, automation, and tooling to enhance customer journeys.

Qualifications

Experience leading Customer Support or Customer Operations teams.
Proven ability to manage external providers and outsourcing partners.
Experience in a SaaS or technology environment is highly valued.
Experience handling major incidents and sensitive situations.
Delivery of automation, AI, or knowledge transformation projects.

Responsibilities

Define and manage the performance indicators for Support across channels and markets.
Lead governance with the external provider and ensure SLAs, reporting and data accuracy.
Drive efficiency through processes, automation and knowledge management.
Shape offers and channel strategy for Standard and Premium Support.
Provide functional leadership to internal teams and ensure alignment with Product, Tech and Sales.