Support Manager, SaaS & AI Enablement — Team Leader

LumApps SAS; Tassin-la-Demi-Lune; Híbrido; EUR 70.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

RTT days

Meal vouchers

Free snacks & coffee

Yoga classes

Parental leave

Health insurance

Team events

Language courses

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team leadership

SaaS experience

Technical support

English communication

Descripción del empleo

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.