Support Team Lead - SaaS (Coach & Escalations)

Upslide; Paris; On-site; EUR 70,000 - 90,000; Full time

Job summary

Upslide, based in Paris, is seeking a Support Team Lead to manage a group of Support Engineers and drive daily service delivery. You will own escalation management, oversee ticket quality, and partner with Product, Engineering, Professional Services, Customer Success, and Sales to ensure exceptional customer outcomes.

The role emphasizes coaching and people development, with a clear path toward broader Support and Customer Success leadership. Fluency in French and English is essential.

Qualifications

• Experience leading a customer-facing team in a B2B SaaS environment.
• Fluent in French and English.
• Experience with enterprise clients.

Responsibilities

• Directly manage, coach, and develop the Support Engineers to perform at their best.
• Translate the Support strategy into routines and ensure excellent customer experience.
• Own the daily delivery of Support and handle escalation management.
• Monitor ticket queues, backlog, workload, and service levels; prioritize tickets.
• Coordinate escalations with Product, Engineering, Professional Services, Customer Success.
• Collaborate with Product, Engineering, and Sales on customer issues.
• Utilize Zendesk and data tools to drive operational improvements.

Skills

Team leadership

Customer-facing experience

B2B SaaS

French & English fluency

Tools

Zendesk

Microsoft 365

Office add-ins

Job description

Upslide, based in Paris, is seeking a Support Team Lead to manage a group of Support Engineers and drive daily service delivery. You will own escalation management, oversee ticket quality, and partner with Product, Engineering, Professional Services, Customer Success, and Sales to ensure exceptional customer outcomes.

The role emphasizes coaching and people development, with a clear path toward broader Support and Customer Success leadership. Fluency in French and English is essential.