We are looking for a Customer Care Manager to lead our customer support and success teams. This role is perfect for a customer-first-minded leader, who has a strong understanding of the care and support service delivery and process. You will work closely with our clients to ensure that their needs are met, and their expectations are exceeded. You will be a crucial part of our customer-centric culture, providing leadership, guidance, and support to the team and ensuring that our clients are satisfied and loyal to our brand.

Key responsibilities

• Develop and implement customer support and success strategies and processes to meet business objectives and goals.

• Lead and manage the customer support & success team, setting goals and objectives, providing coaching and mentoring, and ensuring the team is delivering exceptional customer service.

• Monitor and analyze customer feedback and support metrics to identify areas for improvement and develop strategies to improve the customer experience.

• Develop and implement training programs for the customer support team to ensure that they have the knowledge and skills to deliver exceptional customer service.

• Ensure that customer inquiries and issues are resolved promptly and efficiently by following the internally agreed metrics.

• Identify and resolve customer pain points, and provide recommendations to improve the customer experience process.

• Develop and maintain a deep understanding of our products and services, as well as our client’s business needs and objectives.

• You have 4+ years of experience in managing Customer Support / Success teams for SaaS or IT company.

• Proven track record of building and leading high-performing customer support and success teams.

• You have strong analytical, influencing and collaboration skills in order to ensure the delivery of excellent customer outcomes.

• You have experience working with Zendesk and/or Intercom and with some CRM tools.

• Excellent communication skills in French and English, with the ability to interact with customers,

  colleagues, and senior management.

• You have a customer-first mindset and the ability to think strategically, motivate, coach and lead the team.

• Familiarity with customer care technologies such as ticketing systems, knowledge bases, and customer feedback tools.

• Strong organizational and project management skills, with the ability to manage multiple priorities and projects simultaneously.

• Ability to work in a fast-paced environment and adapt to change.

• Those points are a real plus but not mandatory:

  • Technical Knowledge (SaaS & Web knowledge)

  • Analytical technical skills, using MySQL

  • Experience in the telephony industry