Vulog is looking for a Support Manager for our B to B customer support team, to join us in our sunny headquarters in Nice, France!

In this role specifically, you will lead a team of 4 people, and you will be responsible for the quality of service and the happiness of our international customers. You will organize a close relationship with our main customers all over the world, with the help of the Vulog team.

What you’ll do:

• Attend to customer’s needs and requests by driving the team to effectively resolve customer tickets, responding to escalated customer support issues, providing detailed reports on the findings and improving support processes to enhance customer satisfaction,
• Collaborate with Support Engineers, Product Management, Customer Success Management, Professional Services, and Engineering to serve as the voice of the customer and identify areas for product/solution improvement,
• Create a customer-centric culture focused on finding solutions and wowing customers,
• Create, implement, and monitor key performance indicators (KPIs), service level agreements (SLAs), and relevant performance metrics to ensure we are meeting and exceeding our customer service standards,
• Coach, support, and develop talent within your team,
• Establish a client-centric mentality aligned to customer support values and strategy to build trust and lasting customer relationships,
• Raise the Bar – drive initiatives to continuously work with the team to ideate, build and scale new ways of driving increased value for customers.

Who you are:

• Good technical background especially in IT,
• Significant experience in working in a customer support function,
• Min. 2 years of people management experience ideally acquired within a customer support environment,
• Excellent organizational skills,
• Well-developed arbitration skills with the ability to remain impartial,
• Excellent communications skills coupled with a customer satisfaction and quality driven personality,
• Passionate about technology and making a difference in the world,
• Fluent in English (French is a plus),
• Ready to live in a sunny place (Nice).

What we offer:

• Scale with the company bringing meaningful changes to our cities,
• Opportunity to guide the future of transportation, at home and abroad,
• Work with an international team of passionate mobility experts,
• A competitive salary in a dynamic industry,
• Health insurance, meal tickets, …
• A flexible work environment.

Interested?

If you are looking to join a dynamic and fast growing company in a truly unique and international role, please apply.