TEAMLEAD Support Level 1

Powell; Paris; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A leading software company in Paris is seeking a Team Leader, Support to enhance team skills and foster cross-departmental collaboration. The ideal candidate should have over 5 years of experience in leadership roles, strong communication abilities, and fluency in both English and French. This full-time role focuses on delivering technical success for partners and managing support ticket processes.

Qualifications

• 5+ years of experience in team coaching and leadership roles.
• Strong communication skills to convey complex ideas.
• Ability to thrive in a fast-paced, dynamic environment.

Responsabilités

• Coach and mentor the support team to enhance their skills.
• Lead initiatives to ensure insights influence decision-making.
• Ensure timely and effective ticket resolution processes.
• Develop strong relationships with partners for technical success.

Connaissances

Team coaching

Cross-departmental collaboration

Ticket management

Technical support workflows

Communication skills

Description du poste

We are seeking a Team Leader, Support to join our team.

Responsibilities

• Team coaching (20%): Coach and mentor the support team to enhance their skills, foster growth and promote continuous learning and improvement.
• Support transversal impact (30%): Lead initiatives that ensure support-related insights influence decision-making across the organization. Collaborate with cross-functional teams to translate these insights into actionable strategies that improve global positioning, processes and organizational strategies. Facilitate collaboration between support and other departments (Sales, Customer Success, Product, and Partner teams) to convert support learnings into strategic initiatives that drive company-wide improvements.
• Ticket management & escalation (20%): Ensure timely and effective ticket resolution and escalation processes. Monitor and manage support tickets, ensuring critical issues are escalated and resolved in collaboration with internal teams.
• Partner & Customer technical success (30%): Work closely with our regional teams and their partners to ensure their technical success. Develop and maintain strong relationships with partners, helping them solve technical challenges and ensuring smooth collaboration on technical projects.

Qualifications / Preferred experience

• Significant experience in team coaching and leadership roles, ideally 5+ years.
• Proven ability to drive impact across departments and influence strategic decision-making.
• Solid understanding of ticket management systems, escalation processes, and technical support workflows.
• Experience fostering strong cross-departmental collaboration (Sales, Customer Success, Product, Partner).
• Strong communication skills, with the ability to convey complex ideas to both technical and non-technical audiences.
• Excellent organizational skills with meticulous attention to detail.
• Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
• Fluent in both English and French, with strong written and verbal communication skills.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Software Development

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