Support Manager

LumApps SAS; Tassin-la-Demi-Lune; Hybride; EUR 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

RTT days

Meal vouchers

Free snacks & coffee

Yoga classes

Parental leave

Health insurance

Team events

Language courses

Résumé du poste

LumApps SAS seeks a Customer Support Manager to lead a global team delivering high-quality support in a hybrid setup. You will drive daily service delivery, mentor engineers, and collaborate across Product, Professional Services, and Customer Experience to optimize the customer journey.

The role focuses on SLA adherence, incident resolution, and adoption of AI-driven automation to reduce manual tasks while maintaining customer satisfaction.

Qualifications

• 4–5 years in technical support with proven team leadership or shift management.
• SaaS environment experience and customer-focused mindset.
• Excellent written and spoken English communication.

Responsabilités

• Lead and develop a team of support engineers to deliver exceptional customer service and foster a collaborative shift environment.
• Manage day-to-day support operations for your timezone, ensuring response/resolution SLAs and team OKRs.
• Oversee ticket management, queue health, escalation processes, and critical incident resolution.
• Maintain and optimize support tools and knowledge bases to improve team efficiency and drive self-service options.
• Participate in AI transition and automation (AI, chatbots, routing) to reduce manual tasks and improve first-contact resolution.
• Analyze customer feedback (NPS/CSAT) and support trends to inform product, engineering, and process improvements.
• Work with Product, Professional Services, and Customer Experience teams to ensure a seamless customer journey.
• Coordinate shift scheduling, handovers, and team rotations (including on-call and holiday coverage).
• Share market insights, customer needs, and operational performance metrics with internal stakeholders.

Connaissances

Team leadership

SaaS experience

Technical support

English communication

Description du poste

LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees.

Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program.

In 2025, LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.

Our mission: To make people feel that they belong and have a purpose.

To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:

• Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites,
• Transform employees into real ambassadors of their company,
• Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips,
• Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences.

With a team of over 600 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support large enterprises all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation.

If these core values sound like you: 'be bold, do amazing things', 'say what you mean, do what you say', 'one team, same mission', 'always be evolving':

Team

At LumApps, our Support team operates across global hubs with a shared culture built on responsiveness, kindness, and mutual aid. As Customer Support Manager, you will serve as the operational anchor for your assigned timezone shift. You will lead day-to-day service delivery, mentor a team of support engineers, and partner cross-functionally to ensure our regional operations run like a well-tuned engine.

Missions

• Lead and develop a team of support engineers to deliver exceptional customer service and foster a collaborative shift environment.
• Manage day-to-day support operations for your timezone, ensuring response/resolution SLAs and team OKRs are consistently met.
• Oversee ticket management, queue health, escalation processes, and critical incident resolution.
• Maintain and optimize support tools and knowledge bases to improve team efficiency and drive self-service options.
• Proactively participate in our AI transition and growth by identifying and adopting automation solutions (AI, chatbots, intelligent routing) to reduce manual tasks and improve first-contact resolution.
• Analyze customer feedback (NPS/CSAT) and support trends to inform product, engineering, and process improvements.
• Work closely with Product, Professional Services, and Customer Experience teams to ensure a seamless customer journey.
• Coordinate shift scheduling, handovers, and team rotations (including on-call and holiday coverage as required).
• Share market insights, customer needs, and operational performance metrics with internal stakeholders.

Skills

• Experience: 4–5 years in technical support, with proven team leadership or shift management experience in a SaaS environment.
• Communication: Excellent interpersonal skills, clear and structured written/verbal expression in English, and strong conflict-resolution abilities.

Why You’ll Love Working at LumApps

We’re proud to offer a work environment where people feel supported, valued, and empowered. Here’s a peek at what we offer:

• Hybrid work model – 2 days at the office, 3 days remote
• RTT days – ~10 extra days off per year
• Meal vouchers (SWILE) + free snacks & coffee
• Yoga classes-Take a mindful break in our Paris office
• Supportive parental leave and family moments — yes, even a Christmas party for your kids !
• Health insurance (ALAN) – 60% covered + full life & disability cover
• Afterworks, team celebrations & seasonal parties
• French & English lessons, professional development & access to Leeto CSE

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.