The Head of Support leads the Lifen Support team and ensures the quality of the treatment of user requests, for the entire range of products: Lifen Planning, Lifen Documents, Lifen Patient and soon Lifen Platform.

In close collaboration with the Head of Customer Operations, he/she is responsible for ensuring the smooth running of support on a daily basis, and for identifying the changes required to optimize the activity in order to define and lead the customer care roadmap.

The ultimate goal is to scale the support service to support Lifen's growth while maintaining a high quality of service. In this context, the evolution of the processes and tools will be essential for intelligent scaling. 

Team management

Plan and ensure the growth of the team

Define and monitor individual and collective objectives

Lead the team and engage employees on a daily basis

Ensure the continuous training of the team 

Carry out the reporting of the activity

Ensure a quality service 

Ensure the management of level 1 and 2 tickets in compliance with the SLA

Assist the team on complex cases or escalations

Report bugs to the technical teams and follow their resolution

Maintain and optimize support tools and processes

Identify and manage support improvement projects

Ensure the maintenance of knowledge bases (FAQ, internal documentation...)

Communication

Be the voice of the customer to other Lifen teams

Be the main internal contact for all support related issues

Synchronize with Product Marketing to communicate with our users

Communicate important information to the team (business, tech, marketing...)

Monitoring 

Monitor external support tools and processes

Follow the news and internal projects that may impact the support or users

Keep abreast of news in the e-health ecosystem

Requirements

English speaking in a work environment and fluent in french.

You have a proven track record in the support field and can tell us about it.

3-5 years experience in the field of B2B software support

You are organized and methodical, with a strong sense of organization

Dynamic and proactive, you know how to adapt to unexpected events

Focused on customer satisfaction and resilient

Solid experience in management and coordination of support teams

Good understanding of the technical challenges of product development

Caring together also means acting benevolently. Like the industry in which we operate, we foster diversity, inclusion and equity. We highlight your skills and know-how, and banish all forms of discrimination, whether sexual, religious or political.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Lifen’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.

Recruitment Process: 

- First interview with HR

- Second interview with Head of Operations

- Case study

- Referral