Customer Support Senior Manager Youtrust
Electronic signature and digital trust platform for modern businesses.
Permanent
Paris
Occasional remote
70K to 85K € a year
Skills we're looking for
Continuous improvement
Communication skills
Performance management
Analytical thinking
salesforce service cloud
+5
You'll be part of
210 employees
SaaS / Cloud Services
Average age: 33
Founded in 2013
60%
40%
History
Founded in 2013 by Luc Pallavidino and Antoine Louiset in Normandy as “Yousign”, the company started as a mission to democratize the use of the electronic signature and document automation in order to make it simple and accessible to everyone. Over the past decade, we’ve grown to become the leading European alternative in e-signature, supporting over 30,000 companies across France, Italy, and Germany.
In 2019, we joined eFounders, one of Europe’s top SaaS startup studios. In 2021, we raised €30M from eFounders (now Hexa) and Lead Edge Capital (a fund known for backing BlaBlaCar, Asana, Zoom, Spotify, and Uber).
In 2020, Alban Sayag joined and soon became CEO of the company, ensuring continuity and long-term thinking as we scale. Both founders remain involved in shaping the company’s vision through Board presence.
Business figures
* +30,000 companies trust us daily
* +50M documents processed annually
* Presence in European markets: France, Italy, Spain, Germany, Austria and UK
* +40M€ ARR
* Profitable end of 2025
* +200 employees across Paris, Caen, Bordeaux, Barcelona and remote locations in France
Product and vision
Youtrust has been the go-to solution for electronic signatures in Europe. In 2026, we become Youtrust, a comprehensive digital trust platform designed for the realities of modern business.
Digitalization creates opportunities but also exposes companies to new risks: document forgery, identity theft, AI-enabled fraud. Meanwhile, European regulations are becoming more demanding. We’re building the infrastructure that lets businesses grow safely and stay compliant without the complexity.
Our 3 product pillars:
* Sign : 3 levels of electronic signatures (simple, advanced, qualified), legally binding and compliant with European standards.
* Seal (eSeal) : An electronic seal ensuring the integrity and authenticity of documents on behalf of the organization.
* Verify : Identity verification (KYC, KYB, PVID), as well as document verification and bank account checks (IBAN) to combat fraud and enhance compliance.
You'll be working on
About Youtrust
Youtrust is a European Digital Trust provider, fully compliant with eIDAS and the highest European standards. Our four modules - electronic signatures, identity and document verification, and e-seals - can be used independently or combined within sector-specific workflows, ensuring simple, secure and legally compliant processes for SMEs and mid-sized companies. Hosted and processed entirely in Europe, we guarantee sovereignty, transparency and reliability. As a certified B-Corp, we combine innovation with responsibility - building trust at the heart of every digital exchange. We are entering a key moment as we expand from eSignature to the full Digital Trust chain.
About the role
The Customer Support Senior Manager helps define the vision for Customer Support and evolve its outsourced operating model in line with the Customer Experience strategy and the company’s priorities.
They are responsible for the overall performance of Support and the quality of the experience delivered to customers. They translate this ambition into an efficient, scalable operating model with high standards of service quality.
They lead Support performance and continuous improvement, and proactively contribute to its evolution through AI, automation, tools and customer journey optimisation.
They manage the relationship and operations with the external provider, act as the main point of contact and ensure alignment with the company’s standards and objectives.
Your missions
1. Managing the external provider
Act as the main point of contact for the support provider.
Define performance objectives, forecast volumes and capacity requirements.
Manage the partner’s operational governance across all channels and service levels: tickets, inbound calls and Premium services.
Lead operational and strategic governance meetings, including regular reviews, monthly committees and QBRs.
Ensure compliance with contractual commitments, SLAs and quality standards.
Lead action plans and continuous improvement initiatives.
Ensure the reliability of the data, reports and forecasts produced by the partner.
Monitor action plans and coordinate continuous improvements.
Ensure compliance with security, confidentiality and data protection requirements.
2. Performance and KPIs
Define, monitor and evolve the main Support performance indicators by channel, market, segment, priority and service level.
In particular, monitor:
SLA compliance;
first response time;
resolution time;
customer satisfaction (CSAT);
response quality;
escalation rate;
team productivity.
Identify performance gaps, their causes and the related corrective actions.
Produce analyses and recommendations for senior leadership.
Provide clear, actionable dashboards for internal teams and the external provider.
3. Operational excellence and continuous improvement
Define and evolve the processes, standards and routines required to provide efficient and scalable Support.
Ensure that documentation, procedures and the knowledge base remain accurate and up to date.
Identify the main customer and operational pain points and lead their resolution.
Use Support data and feedback to improve customer journeys and reduce avoidable contacts.
Evolve the Support model through automation, AI and tools that improve both the customer experience and operational efficiency.
4. Support offers and channel strategy
Own the quality and evolution of the Standard and Premium Support offers.
Define the service levels, channels and commitments associated with each offer.
Ensure the quality of services delivered, particularly to strategic customers.
Identify the changes required to the offers and service model based on customer needs and company priorities.
5. Functional management
Provide functional leadership to the Customer Lead and the provider’s teams, in partnership with the Customer Lead.
Ensure alignment between internal teams, including Product, Tech, Technical Success and Sales, and the external partner.
Foster a customer- and performance-oriented culture.
Ensure alignment between Support and internal teams, particularly Product, Engineering, Technical Success, Customer Success and Sales.
6. Escalation management and service quality
Oversee major incidents, customer escalations and sensitive situations.
Lead remediation plans and monitor them through to resolution.
Ensure clear and appropriate communication with internal and external stakeholders.
Turn recurring incidents and escalations into structural improvement initiatives to limit their recurrence.
About you
Experience
At least 4 years of experience managing Customer Support or Customer Operations.
Proven experience managing external providers, including BPO and outsourcing partners.
Experience in a SaaS or technology environment is highly valued.
Experience managing major incidents and sensitive situations.
Experience delivering automation, AI, chatbot or knowledge transformation projects.
Skills
Performance and KPI management.
Vendor management and contractual governance.
Excellent analytical and reporting skills.
Continuous improvement project management.
Cross-functional management and influence.
Strong customer orientation.
Bonus skills: Salesforce Service Cloud, Metabase and automation tools such as Zapier or n8n.
Personal qualities
Leadership.
Strong organisational and prioritisation skills.
Analytical mindset.
Excellent communication skills.
Ability to manage complex environments and sensitive situations.
Why join Youtrust now?
A mission that matters in a world challenged by AI-driven fraud
A vision built on integrity
A European & sovereign platform
A certified B Corp
The golden age of Youtrust
Benefits
Salary: OTE €70,000–85,000 (Base €65,000–75000 + Variable €5,000–10,000)
BSPCE
Meal vouchers (Swile): €10.50/day, 50% covered by Youtrust
Health insurance (Alan): 50% covered by Youtrust
Life & disability insurance: 100% employer-covered
Wellbeing: Axomove (4 physio sessions) and Moka.care (6 therapy/coaching sessions)
Transportation: 50% reimbursement for public transport for hybrid workers
Leeto: Access to numerous employee discounts
Time off: 10 RTT days/year, plus menstrual leave, parenthood benefits, seniority days
1 volunteering day/year, learning & development budget, and more
Benefits
Key figures
In short
Founding year
2013
Employees
210
Average age
33
Gender
40%
60%
